Email customer relationship history

Hi Folks,
We've got email configured for Cisco Agent Desktop and UCCX but have questions from business units that we are struggling to come up with answers for. Staff want to know if they use CAD for email in email CSQs, how they can refer to previous contact history with the customer. It's one thing to have queries come in via email and to resopnd to those question - answer style, but how are people managing circumstances where the customer responds to a reply and the response gets queued to another agent? How can our agents review the email conversation a customer may have had with another agent?
Or is it that email via UCCX is only suited for single question single answer scenarios?

Finesse has been in use with UCCE for a few years now so you can see it if you ask Google nicely. This is why there are ecosystem partners who already have solutions in place before CCX 10.0 even came out: we're reusing existing code. This is the same strategy with CUIC starting in 9.0.
Here's a demo video: http://videolounge.cisco.com/video/Products/Collaboration/Cisco-Finesse-Software-Demonstration/Products/Collaboration/2516140689001/
Data sheet:
http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps11324/datasheet-c78-729940.html
OpenSocial is a container-based browser framework with snapin widgets, some pre-built by Cisco, some custom-built by customers/partners. If you don't like what Cisco provides you can replace the widget with your own. All of the Cisco built widgets use standard HTTP REST calls so you can replicate their functionality in whatever you build.
Please remember to rate helpful responses and identify helpful or correct answers.

Similar Messages

Customer Payment History

We need to use a report similar to "Customer payment history", whith reference between customer invoice and payment of it, because we need to know the days between this events.
Using standard SAP, Do you know a report for this funtionality?
Thanks on advance.
R.Lena

Try S_ALR_87012167 - Accounts Receivable Information System. Then pick the report you want. Try the DSO report. At the summary double click to get DSO by customer. The following reports types are available;
Due date analysis
Payment history
Overdue items
DSO analysis
Terms offered / terms taken
pls assign points to say thanks.

Transaction similar to S_ALR_87012177 (Customer Payment History screen)

Hello Gurus
Do you know some other standard transaction similar to S_ALR_87012177 (Customer Payment History screen) ?
Thanks in advance

You can see in FBL5N with cleared documents.
Even you can check with FD10N.
S_ALR_87012198.
If it helps please reward points.

Customer Payament History

Hi Gurus,
I want to use the customer payment history report (S_ALR_87012177) but currently, no data is appearing because the record payment history indicator in the customer master had not been set. I went ahead and ticked this off.
Now that the record payment history indicator is ticked off, the payment information is visible in the Customer payment history report for newly posted transactions.
My question is, is there a program I can run so I can also capture the prior payment transactions?
I want to be able to see the ENTIRE payment history from when we went live (not from the date I ticked off the irecord payment history indicator)
Thanks,
Chandrababu.B

ID for mainly non-military use
Both indicators are relevant to the respective legally required control
     checks:
o   Civil use
o   Military use
Example
According to EU (Dual-Use-Regulation) or US law (Export Administration
     Regulations E.A.R.) from 01.11.1996, the use of the final product will
     be of decisive importance in checking and determining the appropriate
     license.
Check the field status of the account groups of the vendor, hope you might not have suppressed them.

FD32 Customer payment history displays no data

Dear All
I have activated the Customer payment history in Customer master data however when i look into the reports of
customer payment history in FD32 and S_ALR_87012177 it displays no data
Also for some customers the balances are different than what i see in the customer balances in FBL5N
Can any one tell me what is the reason for no data coming in the Report and differences in the Customer payments
Thanks

Hello Colleague;
                                                                                Please refer to SAP Note 23850:
The payment history is updated if
o the update is activated for the customer (select KNB1-XZVER)
o the posting keys is selected as relevant for payment (OB41)
If the update was not carried out, there is no program for thesubsequent creation of the data.
I hope this information can clarify your issue.
Regards
Ruy Castro

Customer Payment History with days

Hi is there any std t code for customer payment history whcih shows after how many days the customer has paid his dues...!? S_ALR_87012177 provides the same but I need a report in teh following way
as per Account Group
Regards,
AJ

Hi ,
For that better to go SAP Query.
Regards
Surya

Customer Payment History Caluclation of Arrears BackLog in Days

Hi All,
Cn anybody explain me how does the system calculate the
Average BackLog in Days & Arrears in Forecast Days in Customer Payment History
T-Code S_ALR_87012177
Any material will also help.
Regards
Sunil

Program RFDOPR20 enables you to carry out a detailed analysis of the payment history of customers. It also contains a forecast of payment volumes and payment arrears, based on the existing payment history.
Requirements
Information on the payment history of a customer is only stored in the system if you select the field Rec.pmnt.hist. in the company code-dependent area of the customer master record.
Output
The following information on the payment history is displayed:
Customer type
Using as a parameter the payment volume in the periods under consideration, the system determines whether the customer in question is generally a net payer or a cash discount payer.
The type of customer is determined as follows:
If the customer usually utilizes the full payment period without claiming a cash discount deduction, he is a net payer.
If the customer usually pays in time to claim a cash discount deduction, he is a cash discount payer.
Arrears in days
The average days in arrears are determined as follows: Every incoming payment in the periods concerned is multiplied by its days in arrears. These amounts are added together and then divided by the total amount from all the incoming payments. This process ensures that the days in arrears are weighted by the payment amount.
Forecast for arrears in the next period
This forecast is based on the customer type that the system determined and attempts to make a forecast for the arrears in the subsequent period based on the payment volume data and the total resulting from the above mentioned calculation involving the payment and days in arrears. In this case, only data from the chosen periods is used.
To make this forecast, the system carries out separate forecasts for the payment volume and the total described above, and then determines the number of days in arrears by division.
Linear, logarithmic, exponential and potential models are used for the forecast, the optimal model being chosen in each case.
By choosing the menu option "Forecast" you can display more information, such as:
Payment volume in the periods under consideration
Trend for days in arrears (gradient of the curve for the days in arrears, based on the forecast value for the subsequent period)
Specifications on how the forecast was created (including a forecast for the payment volume in the subsequent period)
For the information described above, the entries for "Number of periods" and "With current period" are important. The "number of periods" determines how many periods are to be taken into account in the calculations (these are always the most recent periods). The current period, which is only taken into account if the checkbox "With current period" is marked, is an exception. If the current period is included, it distorts the forecast, if it contains postings which are not complete.
Further information offered by the program includes:
Volume of open items
Breakdown of number of payments, payment volume and arrears by period, where the last values are both subdivided into payments with cash discount or net payments. In these cases, the days in arrears are determined by weighting the amounts by the volume of the payment in question. You can display the results as a bar chart by selecting the menu option "Graphic".

Customer payment history record error

Hi
I have a query related to the customer payment history record.
Actually in customer master data I have not click in payment history record check box field, thats why system not calculated customer payment history in report S_ALR_87012177 and table KNB4. But after when i click on payment history recor , then when I create a invoice and payment system calculate the data in customer payment history record.and table.
My query is How to display the data in payment history reocrd which was enetered before the before the check box payment history was enable in customer master
Please advise
Stop Cross-Posting

Hi,
Customer payment history record is not getting displayed. We have selected payment history check box in customer master, but payment records prior to enabling customer history check box are not getting displayed.
Is there a way to display customer payment history records prior to enabling customer payment history check box in customer master

Customer Payment history S_ALR_87012177 Report

Hello
I would like to track customer payment history in SAP (checked off payment history record field in customer master).
Is it possible to run a program so the system will record already posted transactions?
My goal is to be able to use report S_ALR_87012177 so I can see past history.
Thanks
Ken

Sorry, I though my question was clear.
I want to use the customer payment history report (S_ALR_87012177) but currently, no data is appearing because the record payment history indicator in the customer master had not been set. I went ahead and ticked this off.
Now that the record payment history indicator is ticked off, the payment information is visible in the Customer payment history report for newly posted transactions.
My question is, is there a program I can run so I can also capture the prior payment transactions?
I want to be able to see the ENTIRE payment history from when we went live (not from the date I ticked off the irecord payment history indicator)
Thanks
Ken

Customer payment history in CM report

Hi,
does anyone know the extent of customer payment history included in the CM report, provided that the customer is marked for "Record payment history"? Is it a certain number of months or a certain number of payments? Can you change it to a different number of months/payments for one company code?
Thanks,
Monica

Hi SDNer,
in my case I have 10 payments and 63 invoices (the clearing document is the same for all 73 documents).
One of 10 payments is linked to 6 invoices (I gather it from the text field SGTXT), so BSAD-REBZG of the payment contain only one invoice number, not 6.
Furthermore, I have invoices paid by more than one payment (partial payments) so I'm unable to reconstruct the story.
Do you have any other suggestions to solve my problem?
Thnx
Mass

Inter-company vendor-customer relationship

I have created a vendor in company code 1000.
This same vendor, I have created it as a Customer in company code 2000.
These two records are connected for netting (made customer and vendor number in the master records and selected 'clearing with customer / vendor' in respective master data).
However, while viewing the open items in FBL1N for the vendor I am not able to view the customer items for this vendor in the company code 2000 even after selecting the 'customer items' as ticked.
Is this the standard behaviour ? Or is it possible to show the balances inter-company wise also ?

HI
The scenario you mentioned is incorrect for Intercompany. The scenario you mentioned is for customer who is also a vendor & vice versa.
The feature of ticking the netting flag & populating the Vendor # in Customer master & Customer # in Vendor master is used when we create a Vendor-Customer in same company code and the Customer is also a Vendor & vice-versa.
Try creating vendor & customer in same company code i.e. 1000 & eatablish the vendor - customer relationship by populating Customer # in vendor master & vendor # in customer master and also tick the netting flag. Post some documents for customer as well as Vendor. Now run FBL1N or FBL5N both customer as well as vendor documents will be picked.
Whereas when you try an Inter Company posting make sure you have done proper configuration for the same. Create intercompany adjustment a/c's for both the companies & assigne the same across the companies through T Code OBYA.
Select Customer as well as vendor in selection criteria for FBL1N. It should display documents for both the company codes.

Why is it that you took away emailing customer support... CHAT is never online!

It is getting so frustrating to contact your Customer Service for anything. Can you explain why it is that you took away the email Customer Service option and replaced it by a chat button that is ALWAYS greyed out! It takes longer in days to simply chat with an agent never mind the hours that go by refreshing the page to even see if the button becomes available for you to use. In this time of technical support being completed online you would think Verizon would be one of the best, however with this you are FAR from.

Agreed. You simply can't reach them. Why not queue us? That's what the phone does when you're put on hold. Just another roadblock so they don't have to assist us.
Comments edited for discussion of moderation as required by the Terms of Service.
Message was edited by: Admin Moderator

PPOSE - how to enable to display custom relationship

We are implementing dotted-line relationship. Need to be able to display it via PPOSE. At my previous engagement 6-7 years ago we had this done, but I can't remember how (it was done before I joined).
So the specific example is, we configured a custom relationship to S-S (dotted line). PPOSE has a few standard delivered views in the data section in the upper right (Managerial Assignment, Organizational Assignment, PBC: Notes, Reporting Structure, Staffing Analysis, Task Assignment).
What we're looking for is to add a custom view like the above or if there's a way to customize one of the above views.
Any insight is greatly appreciated!
BR, Gary

Gary,
You need to set up custom service and link it in scenario of Hierarchy Framework configuration using tcode OOFRAMEWORKCUST or via IMG. In the custom service link it to evalucation path such that it will handle S-S (reporting to) relationships.
These threads might be helpful :
[Organizational Management PPOSE-PPOSE scenario maintenance]
regards
Sridhar

Customer change history

Dear Expert,
we check customer change history and found a strange record: non military usage is changed from none to yes. I checked the field name, it is KNA1-CIVVE. But in customer master data, there is no this field. As user said, this change is created together with another field bank statement change. Is anyone know what the field it is? Thanks in advance!

ID for mainly non-military use
Both indicators are relevant to the respective legally required control
     checks:
o   Civil use
o   Military use
Example
According to EU (Dual-Use-Regulation) or US law (Export Administration
     Regulations E.A.R.) from 01.11.1996, the use of the final product will
     be of decisive importance in checking and determining the appropriate
     license.
Check the field status of the account groups of the vendor, hope you might not have suppressed them.

Customer Collection History

Dear Friends,
I want to see customer collection history Invoice wise.
Means what collection received against which invoice.
any help will be highly appricated.
Regards
Malik

In FBL5N, you have three options to select, viz. (a) Open Items, (b) Cleared Items and (c) Both
Open items is nothing but billed but payment has not been received. So if you execute after selecting any of these options, you can see billing document wise what amount is credited.
thanks
G. Lakshmipathi

Email customer relationship history

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