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Alert for Open and In Process Emails in SAP Enhancement Package 1 for CRM 7.0

For a multi-channel call center, customers are allowed to contact the agents in many ways such as emails, chat or phone call.  So sometimes the agents may get a phone call from a customer asking the status of the email that has been sent two days ago. With SAP enhancement package 1 for CRM 7.0, call center manager can create a rule policy which can display the number of the open and in process emails when the account is confirmed.  By clicking the alert, the agent can be quickly navigated to the emails and continue the customer interaction without delay. Now please follow me to see how it works:

1. Call center manager creates an ICI rule policy

First set the conditions to trigger the alert, select two events “BPConfirmed” and “BPConfirmed_Trans”. Thus when BP is confirmed or in a call transfer scenario which BP is confirmed by former agent, the alert will be triggered.  Then in the Action assignment block, you can find the new action called “Show Number of Incomplete E-Mails”, by selecting it, you can then finish the creation of the policy.

New Action in ICI Rule Policy 

Picture 1: New Action in ICI Rule Policy

2. A customer is calling and asking about his email sent two days ago

When the agent confirmed the account, an alert comes out displaying the number of incomplete emails from this account.

An Alert is Triggerred 

Picture 2: An alert is triggered

By clicking the alert, the agent is navigated to the Inbox page, which only displays the list of open and in process emails from the account. The interaction then goes on smoothly.

Inbox Only Displaying Open and In Process Emails 

Picture 3: Inbox only displaying the open and in process emails

To reduce distraction, the search fields are collapsed. The agent can click the Show Search Fields to display the fields and search for other inbox items.

At last you may ask based on which email address the system does the search query. Well the system searches by the email address of the confirmed contact person of the identified account. In other words the when navigated to the Inbox page by the alert, the agent is viewing the incomplete emails from the confirmed contact person of the identified account. However, if no contact person has been confirmed, the displayed emails are from the email address linked with the identified account.

Welcome to my video  “Alert for Number of Incomplete Emails” to further understand how it works from the agent side.

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