Employee Interaction Centre (EIC, ERP) Agent Inbox, Substitution

[former_member52420]

Hi

We are currently implementing EIC, ERP and are on EHP4. We have a query regarding substitutions for the agents inbox. We note the substitution field is blank so no one can be selected to be a substitute. However, when a processor is set up and assigned to follow up the processor becomes available in the substitute box and can be selected.

So my query is are only processors allowed to be substitutes?

Many thanks

Julie

[Former Member · Accepted solution]

Hello Julie,

Here is how SAP describes the EIC Inbox substitution functionality:

EIC agents that are absent (for example, on vacation) for a certain period of time can specify a substitute for that time period.

You can enter the required time period for substitution and the desired substitute in the substitution settings. The effects of this are as follows:

The specified substitute is entered as the person responsible and as the processor (if this is the same person) for all activities for which you are responsible.

All other task types (e-mail (SAPconnect), web requests, follow-ups, work items) are processed as follows in the specified substitution period: All new inbox items that the system forwards to your inbox during your period of absence are also delivered to the inbox of the specified substitute during this period. As soon as the specified substitute begins to process one of these inbox items, it is removed from your own inbox.

Hope this answers your question.