Tracking Customer Interactions, a New Feature and “End is your friend”
During the last years, I dealt with quite a lot questions or issues related to concept of interaction, interaction record and End button. In this blog I would like to summarize basic information and introduce a new feature which might help to simplify IC agents’ daily work.
When using CRM Interaction Center it is important for IC agents to understand the concept of customer interaction:
- In a CRM Interaction Center, an IC agent daily interacts with a lot of customers across different channels. During a customer interaction, an IC agent creates or changes business transactions like service requests, writes outbound E-Mails and fulfills many other tasks depending on the IC scenario in place.
- Which data has been changed or created during a customer interaction is tracked by help of an interaction record. All business objects changed or created are automatically linked to the interaction record and visualized in the activity clipboard. Pressing the End button, ensures that all changes and links are saved at once.
- If an account has been confirmed by mistake, the IC agent can use Clear Interaction button to discard the interaction record and reset the account confirmation.
- When editing business transactions, an interaction gets started but no interaction record gets created. Nevertheless, it is important that an IC agent press END button to finish editing process. Otherwise the edited business transaction will be added to the next customer interaction with another account, for example started when interacting with an E-Mail or business transaction in the agent inbox (SAP Note 2142205 solves a related bug).
- Interaction Records, support IC agent in their communication with customers by allowing navigation to historic interaction records, the corresponding interaction reporting allows supervisors to get insight into the performance of the Customer Interaction Center.
To ensure that the (reporting) data is reliable, it is important to track every customer interaction independently (one interaction record per customer interaction). It is essential that IC agents understand that “End is your friend” and are trained to properly end every customer interaction or clear the interaction in case of mistakes, otherwise the interaction data get mixed up and important information gets lost.
Nevertheless, sometimes it is hard for IC agent to be aware which data has already been added to the activity clipboard of the current (active) interaction record. To find out which data will be linked, the IC agent needs to navigate to the Interaction Record Workcenter.
Here, the usage of multisessioning scenario support IC agents. It prevents the confirmation of an account in the existing IC session on inbound phone call or ERMS push E-mails. Instead a new session gets opened and mixing up data from two accounts is avoided.
Additionally, the new direct link group type introduced by SAP Note 2039600 or CRM 7.0 EHP3 with WEBCUIF SP6 can help. It allows embedding the activity clipboard of the current interaction record directly in the navigation bar.
This new feature of the L-Shape will simplify the work for IC agents as it ensures that an IC agent
- can easily navigate to the various business objects, comparable to “Recent Items” (business roles of type C CRM Webclient) role but without risk of mixing up data from different customers
- is informed about the content of the current activity clipboard at all times and
- is reminded to press END.
Also check the Application Help Activity Clipboard – Interaction Center WebClient – SAP Library for further information.
When displaying historic interactions records, the activity clipboard in the L-Shape stays empty as it always shows the entries for the current customer interaction. To display the activity clipboard of the historic interaction record, the IC agent can navigate to the Interaction Record View Set (ensure that SAP note 2023261 is implemented).
The same is true for editing business transactions. In this scenario no interaction gets started and no interaction record gets created – therefore the L-Shape display is empty. If the users forget to press END after finishing editing process and confirm another account, then the recently changed business transaction is immediately visible in the new Direct Link Group. The IC agents can use”Clear Interaction” to reset the account interaction and discard the new interaction record.
To set up this new functionality create a new direct link group with type EE Activity clipboard
and assign it to the navigation bar profile of your business role:
Gert Tackert’s blog post: Everything you need to know about the Interaction Record in the CRM Interaction Center.
Overview: KBAs, Notes and Other Stuff for CRM IC
Thanks for sharing this, very interesting.
Thanks a lot Sylvain! If you have any chance to use the new direct link group integrating the activity clipboard of the current interaction record in the navigation bar in practice, you might share the users' feedback in a comment.
Sure Sigrid. We are planning on presenting this new feature to our end users soon. I'll post a feedback then.
We had some issue while trying to install the SAP Note. Thanks by the way for pushing our OSS message to the right dev team !
We made a presentation of this new feature to our key users, and they really liked it, and understood how it could be beneficial to IC agent.
We will therefore use this functionnality in our next release.
Thanks a for letting me now that it will be used. That are really great news!
Great post Sigrid! I liked this line: "Pressing the End button, ensures that all changes and links are saved at once." This is very important point on which IC agent have to be trained because activity clipboard items gets saved to the Database only on the click of END button. If they miss clicking the END button and session ends, they lose valuable information of the objects that are linked to the Interaction Record.
Thank you for writing this article. It is quite excellent! I especially like the tip about using the new direct group link type feature to add the Current Interaction Record to the Navigation Bar. This is really a great feature that everyone should use!
You might also consider cross-linking your article to this older article from Gert Tackaert, "Everything you need to know about the Interaction Record in the CRM Interaction Center". I noticed for example that you mention that no Interaction Record is created when displaying or editing historic transactions. While this is true in most cases, Gert's article points out that when clicking the Interact button after selecting a historic transaction from the Agent Inbox, a new Interaction Record is actually created in this situation. So that might be helpful for users to be aware of.
Anyway, great article! Thanks again.
Sigrid, What about EIC for HR. We are using EIC in ECC and would like to use the Interaction Record concept. I don't see it in SPRO. Can we use Contacts as Interaction Record?
To be honest, I do not have knowledge on EIC in ECC (PA-EIC) . I am supporting CRM IC and EIC in ECC is a different solution. According my knowlewdge, only the framework of EIC is in common(from CRM 5.0), so I would say, it is not possible. i
It might work in EIC in CRM. I checked the help documentation for CRM EIC which has been enhanced by Multifunctional Shared Services Interaction Center - Business Functions for SAP Customer Relationship Management - SAP L…
Actually the business role Employee IC Agent (IC_EIC_AGENT) still uses interaction records. Additionally, according to documentation service requests are used as central element. To achieve a consistent linking to both, customizing needs to be consistent:
A valuable information regarding new feature. Thank you very much for providing all the information , a wonderful job!
Another useful write-up - thanks, Sigrid.
Regarding the new direct link group for Current Interaction, that sounds like it could be very useful - we took away the IR work center for our agents, as it confused them...
However, SAP note 2039600 has status Not Released. Can you tell me if it's valid for EHP2 SP5?
Thanks 🙂 . I really hope that it will simplify IC agents lifes by higher transparency!
The SAP note is released again. It is available for CRM 7.0 EHP3.
Thanks for the Article , we have a question regardin the status change of emails. After the END button is being pressed the Email status is automatically changed to COMPLETE which is not so desirable as the agent may not yet been done working with the email and would like to have the status as In Process instead of COMPLETE, any thoughts on how to achieve this? any custom development required to achieve this?
we really want to use the END button, but we dont want the status to be changed to COMPLETE directly after clicking the END.
Here you might check KBA 1878526 Problems with E-mail status in CRM Agent Inbox (work item status) and in Email.
This KBA deals with E-Mail status and END. If you set the parameter the E-Mail is only completed if a reply has sent to the customer.
Thank you for the Blog, I read it couple of times, it gave me lot of insight into IR behaviour and helps great deal for someone like me who works on IR day in day out.
However i have question for you, when i EDIT a historical IR Account gets confirmed but not IObejct, though in my historical IR i have Account and IObject linked to it in Activity Clipboard? is it a bug or is it standad behavior?
Thanks for the blog. I have gone through this in detail but no getting the settings to be made for -> How to link Incoming emails to Interaction record activity Clip board. My Issue as:
The Following Scenario is working as expected: