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When is it our turn? How do IC Agents Know When They Should Respond?

We are implementing the SAP CRM Interaction Center and have configured ERMS e-mail handling and threading (automatic linking) of e-mails to the service requests.  These items are working fine.


For the IC, how is the agent responsible for the service request notified that it is their turn in the two-way communication?  We are looking to have one agent resolve the issue from start to finish rather than just having the next available agent respond.  Additionally, It is common for us to have 3-5 back-and-forth communications with the customer before the issue is correctly identified/resolved.

Any ideas?

Former Member
Former Member replied

Hi Bendik,

We were able to solve the issue, but it required working with an ABAP developer and custom code.  Unfortunately, the code is considered proprietary to our client.  I can however share the basic logic that another developer should be able to use as a starting point  to recreate.

  1. Create a new status for the Service Requests = Agent Response Required (ARR).
  2. Custom code for inbound e-mails that contain the tracking text prefix {SrvReq[ then automatically set the Service Request status = ARR.
  3. Added a quick search for Service Requests with status =ARR so agents know it is their turn to respond.

Following this development we also realized that the inbound message needed to be complete.  Otherwise when the service request status is updated, the e-mail is then just sitting in the inbox until someone realizes that it is already being dealt with.  The developer then added more code to the workflow that auto-completed the e-mail immediately after the Service Request status was updated.

So now agents primarily use two quick searches, the first for new messages and the other for service requests that require their attention.

Hope this helps.


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