How To

Define new Main Category for Agent Inbox in

Interaction Center
Customer

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#1 Define Item Types for Search

Steps:
#1.1 Start transaction SPRO to go to IMG
#1.2 Choose:
Customer Relationship Management
Interaction Center WebClient
Agent Inbox
Inbox Search Definition
- Define Item Types for Searches
#1.3 Create a new Entry with the business transaction (e. g. PCHC = Call for SAP hybris Campaign)

2015 SAP SE or an SAP affiliate company. All rights reserved.

Customer

#2 Determine the Function Profile for the IC_INBOX

Steps:
#2.1 Start transaction SPRO to go to IMG
#2.2 Choose:
Customer Relationship Management
UI Framework
Business Roles
- Define Business Role
#2.3 Choose Business Role (e.g. IC_AGENT)
#2.4 Choose Assign Function Profiles and search for the Function Profile ID = IC_INBOX

2015 SAP SE or an SAP affiliate company. All rights reserved.

Customer

#3 Assign Main Category to Inbox Profile

Steps:
#3.1 Start transaction SPRO to go to IMG
#3.2 Choose:
Customer Relationship Management
Interaction Center WebClient
Agent Inbox
- Define Inbox Profiles
#3.3 Choose the Inbox Profile from Step #2 (e.g. DEFAULT - 1)
#3.4 Choose Assign Main Categories and create a new entry with the business transaction

2015 SAP SE or an SAP affiliate company. All rights reserved.

Customer