Agent Inbox Search Oldest Emails

For high inbound email call centers, does anyone have a best practice to handle the requirement of returning the oldest emails to ensure the agent can process the oldest email?
We are thinking of doing this:
use the custom_hit_list to sort by posting_date asc if they sort by creation date
if the status filter is set to Non-Complete, set the max hit results to 1000 to ensure that the agent can process the oldest email as the sort still returns the newest emails.
Thanks

Hi, please check your configuration.
Find out the Agent inbox profile and go to customizing tcode CRMC_IC_AUI_PROFILE (SPRO --> CRM --> Interaction Center WebClient --> AgentInbox --> Define Inbox profiles).
Select your inbox profile and check main categories assignment. Might be that you have to remove entries.
Kind regards,

Similar Messages

Best approach to add Z custom field to IC Agent Inbox search and results view

Hi Experts,
We are having a requirement to add a Z custom field to IC Agent Inbox search and results view. I got multiple forums and ideas, but looking for the best approach for handling this. I am sure, you experts, would have already done this.
Thanks in advance.
Regards
Siva

Hi Sivakumar,
AET is the best way by far to create a custom field in this area. It is easy and simple.
Also, field once added in one business object it can be used at different objects as well.
There is also a demo available for AET on sdn.
Please let me know if any more help is required.
Thanks,
Bhushan

IC Agent Inbox Search Issue : -

Hi All,
I have some clarification regarding the IC Agent Inbox search.
We have a situation were mails have been assigned under particular agents name.
When he/she tries to search for the mails in "inbox search" by applying criteria like Transaction type , Categorization schema,assigned to - "my group"
and enter search it is not pulling all the records what is expected.
Can you guys please tell me what might be the problem here any code change or customizing changes required to set this right ?
Please give a suggestion ASAP possible as it very urgent issue needs to resolved.
Thank you so much for listening.
Regards,
SAPIENT

Hello,
If I were you, I would debug the query involved in work item search, and see the conditions used to retrieve the work items, and see why some are note retrieved.
In the past, we also had some strange behaviour regarding agent inbox, so I would also check OSS notes, under application area CRM-IC-UNI.
The DB tables involved are, if I am not mistaken, SWWWIHEAD (header info) and SWWUSERWI (assignement of workitem to users).
By checking those 2 aspects, you might find out what is the issue in your system.
Hope this helps.
Best regards,
Sylvain AGUETTAZ

Enhancing Agent Inbox Search - Assigned to category

Hi Experts,
I got an requirement where we need to enhance the search criterion for Agent Inbox( Assigned to field). What I was planning to create an AET field for Case Owner( a criterion which will fetch the results based on case owner).
At present in available Assigned to there are fields Me/Case owner. Which searches based on me as an Employee resp and case owner where emp resp.
Can anyone please guide how shall i proceed?
1. Can we create AET and enable that in Assigned to Tab.2. Which database table shall i use for the AET. Meaning is there any specific table shall i choose for the field while creating AET)
Really appreciate your inputs on it. Thanks.
Regards,
Dinesh

Hi Experts,
I got an requirement where we need to enhance the search criterion for Agent Inbox( Assigned to field). What I was planning to create an AET field for Case Owner( a criterion which will fetch the results based on case owner).
At present in available Assigned to there are fields Me/Case owner. Which searches based on me as an Employee resp and case owner where emp resp.
Can anyone please guide how shall i proceed?
1. Can we create AET and enable that in Assigned to Tab.2. Which database table shall i use for the AET. Meaning is there any specific table shall i choose for the field while creating AET)
Really appreciate your inputs on it. Thanks.
Regards,
Dinesh

The agent inbox doesnu2019t display email

Hi Gurus,
I need to customizing the email inbound in agent inbox, but I cannot see the email in agent inbox only can see it in the E-mail Inbox with salespro business rol.
I did the following:
1.- I created a user MAILADM with the Email (emailin@company) and Comm. Method (RML Remote Mail)
2.- I Maintained my user with the Email (emailin@company), Comm. Method (E-Mail) and Comment (emailin@company).
3.- In the tx CRMC_IC_AUIGNADR, Address / Number (emailin@company), Comm. Method (INT) and Workflow Priority (High).
4.- In the tx CRMC_IC_AUI_GEN, Reply Address (emailin@company).
5.- In the tx CRMC_IC_AUICOMM, Object ID (14008030) and Comm. Method (INT).
5.- I assigned Agents for E-Mail Handling. My Position.
6.- In the tx So28, Recipient (emailin@company), New recipient - SAP object instance - AUI: Support object (emailin@company).
7.- I maintained Inbound Processing, with (emailin@company).
8.- I defined Agent Inbox Profile, and Assigned Main Categories u2013 INT.
Please, somebody know what I need to do for solve this problem
Thanks.

Dear Alfredo,
From information provided I understand that trx: SWI1 shows no Instance of WS14000164, although most of your customizing looks to reviewed/set. I understand that WS14000164 has been activated (trx: CRMC_IC_MAIL_WF) and E-mail address properly maintained at SO28.
Confirm that Event: <ICAUISUPP, MAILRECEIVED, WS14000164>, is not getting deactivated (trx: SWE2).
Via Event Trace (SWEL/SWELS) you can determine, if event is being triggered or not. If No Event is being triggered and E-mail actually shows at SOIN, activate SAPConnect Trace, refer to Note:194926. Check if SAPConnect Trace provides further information
about your case.
From an e-mail sent by Juan Miguel Silva, I noticed you have setup SO50, as test could you please check if such entries are conflicting with E-mail handled by Workflow: WS14000164. Make note of them and remove them temporally. Repeat your test. Check if Event is triggered and Workflow is started.
If no e-mail is shown at SOIN, confirm you have setup inbound e-mails, refer to SAP Note: 455140, if so, send for example, an inbound e-mail to a SAP-User, which can review it via SBWP. If no email is shown at SOIN, I am afraid problem would be outside SAP CRM system. You may follow Note: 607108, to send an e-mail via TELNET command to SAP CRM System to address maintained [SO28], and check if e-mail are received. If so, contact your Mail Administrator to review why E-mails are note getting to SAP CRM System.
Luis Vera
AGS Primary Support, Global Support Center, Spain
Edited by: Luis Vera on Jul 1, 2011 10:37 AM

Restrict agent Inbox search in navbar

Hi,
In my icwc, all navlink in nav bar can only be accessed after account is confirmed. can this be configured via customizing in SPRO? for example: to restrict the access the Inbox Search before an account is confirmed.
Or this can only be restricted in coding?
Kindly advise.
/ginnie

Hi Ginnie
We were only able to accomplish this through coding.
We copied existing code which prevents going into Service Ticket view until a customer is confirmed, and applied to other views.
Regards
Arden

Unable to see the email attachments in IC Agent Inbox

Hi All,
we are running on crm7.1, i have configured agent inbox and the email functionality is working fine, we used ERMS in our scenario to route the emails to specific agents.
Issue is that: the emails are visible and availble to the agents but we are not able to see the attachments along with, In agent inbox , the attachment is not visible for opening or downloading.
Following has been done:
Email profile has been configured IN IC WEB CLIENT -> BASIC SETTINGS -> COMMUNICATION - > EMAIL PROFILE - > Display of HTML mails is enabled.
Email profile has been added in business role via functional profiles.
SM30 -> table SXPARAMS - > maintained MULTILVALUE/ALTERNATIVE with HTML ACCORDING TO THE NOTE.
Note 1787141 has been implemented in the system.
still, we are not able to view the attachments which were sent to [email protected] , while the agent logs on, he is able to see the email but not the attachment.
please let us know if we need to maintain any further settings to achieve this SIMPLE attachment functionality
Thanks in Advance,
Aj

Hi Sigrid,
I am able to see the entry in SOIN. however the attachment is displayed like below (attached screenshot for the same, please take a look)
SAP_BASIS is release 702 , level 0012, highest support SAPKB70212
BBPCRM is Release 701 with level 0009, highest support SAPKU70109.
let us know your inputs on the same.
Thanks
Aj

Issue while enabling Advanced Search functionality in Agent Inbox

Hi Experts,
We have enhanced the Agent inbox search to include few EEWB fields. The basic search is functioning smoothly and search is working on both standard and EEWB fields.
But after configuring the Advanced Search for agent inbox, we are not able to find the EEWB fields in the Advance search dropdowns to be searched upon.
We checked the ICCMP_INBOX/InboxAdvancedSearch view configuration and the EEWB fields are also not available in the list of available fields, but are present in the Context node 'SEARCH'.
Are we missing on some configuration?
Any pointers towards the solution would be highly appreciated.
Regards,
Saumya

Closing this thread due to lack of replies

Quick searched in agent inbox

hi,
in agent inbox search category, i need to search by partner function. can somebody give me any idea.
thnks
vk

Hi Sunglad,
For Default Searches you will have you use the following 2 table views. You can access them via SM30. Create your quick search and assign them to the Business Role.
CRMV_AUI_QUICKS
CRMV_AUI_PRO_QS
Regards,
Hemanth

Any pointers on how ERP Sales order are searched in Agent Inbox

Hi,
I have a requirement where i need to trigger an activity/workflow in CRM for orders that are created through ERP Salesorder functionality. In the workflow list, we need to give the order description and provide an hyperlink to the order number. on selection of order number, it should display the ERP sales order. To achive this in workflow, i am trying to understand the as-is standard functionality which is available in Agent Inbox search on ERP sales order.This search is getting the ERP orders and on selecting the order it is opening the ERO sales order page. I tried debugging the method GET_MAINCATAEGORY available in the component iccmp_inbox and in the view Inboxsearch.But couldnt really able to crack the logic how it is retrieving the ERP sales order from inbox search. Any pointers on how this is achieved will be of great help.
Thanks,
Udaya

Hi Udaya,
Calling a Customer Specific R/3 Transaciton was quite easy in CRM 4.0 / 5.0 in the PC-UI Framework using Object Links. You can do that all by customizing and creating a custom method for a BOR Object in Transaction SWO1.
I think I've used CRM_ORDER_MAINTAIN to update the Document Flow. The subsequent activities where created by BAPI_ACTIVITYCRM_CREATEMULTI. I've wrapped all that standard functions in a RFC enabled function module.
It would be possible to provide also a link in the E-Mail to the Manager but the client is using a Citrix environment to provide access to the Portal. But Outlook runs locally. So we decided to use the standard Portal iView to display the Alerts. When you fill the Alert Container with the elements OBJKEY_GUID, OBJKEY_BOR_OBJECT_TYPE, OBJKEY_CRM_OBJECT_TYPE, OBJKEY_METHOD and OBJKEY_LOGICAL_SYSTEM using the Function Module SWC_ELEMENT_SET that provides a direct link to the specific document too.
Best regards
Gregor

Help needed in Agent Inbox SORTBY - Drop down field

Hi All,
I am trying to add a new drop down value in SORT BY Field in Agent INBOX Search screen. Can some one give me little guidance on this as i am stuck with it.
My approach till now : Tried enhancing the view ICCMP_INBOX/Inboxsearch.it is creating the zclasses for view controller and Context classes and not at CONTEXT Node level. As the context node SEARCH Class is not z type i m not able to modify get_v_sortedby.
Any help is greatly appreciated.
Regards,
Udaya

Hi,
you do not have Transaction type exactly in search criteria - this is only the Category, which is more generic as it could be or transaction type or activity category.
and here only generic statuses mapped in CRMC_IC_AUI_MAP_STA are available as search criteria,
and not the statuses of transaction type directly.
This is because Inbox was created to enable work with many transactions of a different type like eg. emails and service requests together.
you can do something that you want but with custom development - you will need to enhance webui component ICCMP_INBOX. Here you should, based on a chosen by the user Category of a document in search criteria view, narrow the list of Statuses displayed. But I guess SAP standard already makes this as per config in CRMC_IC_AUI_MAP_STA.
But as I wrote at the beginning, it makes you requirement tricky. As you will need dynamically check if category or trans type is chosen as search criteria, and based on this determine its type, search for available statuses in config. And you should only cut down from the list in search criteria some of a generic statuses to help the user - not determine the whole list from the beggining.
I had a similar requirement and we were trying to create such a generic statuses for inbox which will have also the information about trans type status - eg. "In process - Forwarded externally", which was only for requests. there were also logical issues with how to search later using such criteria.
But finally we just added a column in results view with found transaction's status.
Summing up - I would propose you would make a mapping of a Category and statuses you want to display -to think it over, next check if you can put it into CRMC_IC_AUI_MAP_STA configuration.
Maybe this will be the most reasonable solution.

Sort Mail Inbox Search by From?

In the past Mail versions, when you searched mail in the Inbox, it would show you who SENT the message. Mountain Lion Mail shows me who it was sent TO. That's funny because it's always me, obviously, it's my inbox.
Anyway to set it back to showing me who it's FROM?
Thanks!
Scot

Hi Dennis,
Thank you very much. However, the note 1375170 - Agent Inbox: Performance workitem (Email,Fax,Letter) search
is already in our system, we are on SAP 7.01 SP 6
As for the second note, Note 1614769 - One Order selection issues with agent inbox, it is also in the system already, but we will look into the manual steps that are suggested there.
Do you have any other suggestions for the workitem search?
Thank you in advance,
BR,
Joasia

CRM ERMS workbench & Agent inbox status difference

Hi,
Due to the fact the ERMS Workbench doesn't allow to update all received e-mails. Therefore we created a Z-program where we used the function module CRM_ERMS_RPT_EVENT_HANDLER to update the status field in tabel CRMD_ERMS_HEADER.
If we use the program then the status is updated from e.g. open to complete in the ERMS workbench but in the Agent inbox search the status is not updated.
Is there another function module for this? How can we make it work so that we don't have any inconsistencies anymore?
Many thanks for the help.
Kind Regards,
Christoph

Hi,
I don't see why I should create a new profile and use the rule modeler for finding a solution. Let me explain my problem again.
We use the standard function module CRM_ERMS_RPT_EVENT_HANDLER to update the status of the e-mail to the status 'closed'.
This works so if we run the report the e-mails disappear from the ERMS Workbench. E-mail status is changed from 'open' to 'closed'
But if I go to the inbox of the IC and search for the same e-mail then I notice that the status is still 'open'.
So everything for the ERMS workbech is ok, only the agnet inbox status is not changed.
There must be another way then using a rule modeler for this.
Many thanks for the help.
Kind Regards,
Christoph

Inbox Search - Remove "Due date" for search for date

Dear experts
We'd like to remove the value "due date" from the dropdown box "Date type" in the agent inbox search.
How could we achieve that?
Thanks in advance
Stephanie

Thanks Raj.
When I display the page AuiSearch.htm, I can see the coding for this dropdownbox:
        <crmic:dropdownListBox id                = "DlbDateType"
                               table             = "<%= controller->G_Datetype_DD %>"
                               nameOfKeyColumn   = "valpos"
                               nameOfValueColumn = "ddtext"
                               selection         = "//SearchAuiItems/DATETYPE"
                               width             = "100%" />
However, I don't want to remove it. Currently the dropdownbox contains 2 values:
"Created Date" and "Due Date".
I would like to have only "Created Date".
Thanks in advance
Stephanie

CRM IC Webclient - Massive Performance Problems Searching in Agent Inbox

Hi Forum,
can somebody help me. We have massive Search Performance problems in Interaction Center Webclient in Agent Inbox. When agents searching, for example for open emails, the time to get a result takes approx. 2-3 minutes.
Thats absolute inadmissible and endangered the running business.
The queury reading the eMails from the workitem tables is very very slow.
Could somebody help me with ideas to solve this big performance problem. Have somebody the same problems?
Thank you very much in advance for any information.
We use Interaction Center Webclient on CRM Release 5.0
Thorsten

Another aspect you could check is the following:
Analysis performed didn't show anything strange nor any high consumers
of the response time. The processing time occurs, since IC-Web on CRM 5
is a bit demanding for CPU power.
The only thing that could improve the performance a bit is the
<b>buffering of org structure</b>, which is currently switched off for
SALES and SERVICE scenarios as per table T77OMATTSC.
The report <b>HRBCI_ATTRIBUTES_BUFFER_UPDATE</b> is running regulary
however no scenario is being placed in the buffer to speed up
org structure read. Please check this and provide feedback.
How to use this report, can be found back in the Reports own documentation and also in SAP HELP.
cheers
Davy

Agent Inbox Search Oldest Emails

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