Interaction Center

The SAP CRM Interaction Center Benchmark focuses on typical interaction center activities, using the functions designed for the IC WebClient. The benchmark covers the following scenarios:

  • Incoming call with display of contact history and creation of interaction record
  • Contact with follow-up activity
  • Contact history search and display of historical record
  • Inbound sales with creation of sales order
  • Service call with creation of service ticket
  • Each user calls only one scenario during an entire benchmark run, and the five different user types run five different scenarios in parallel.

Benchmark Results

Two-tier Internet Configuration, SAP CRM 2005

User Interaction Steps of the Interaction Center Benchmark Scenarios

Incoming Call with Creation of Interaction Record

  • 1. Logon
  • 2. Choose profile S01Telephony
  • 3. Choose Identify Account
  • 4. Enter Telephone number and choose Search Account
  • 5. Choose Confirm
  • 6. Choose Interaction Record
  • 7. Enter Reason, Description, Status
  • 8. Enter Notes text and choose End
  • 9. Close browser window (log off)

The loops given from outside will run from steps 3 - 8 (each loop has six steps).

Contact with Follow-Up Activity

  • 1. Logon
  • 2. Choose profile S02 End Contact with Description
  • 3. Choose Identify Account
  • 4. Enter Telephone number and choose Search Account
  • 5. Choose Confirm
  • 6. Choose Interaction Record
  • 7. Enter Notes text, Reason, Description, Status
  • 8. Enter Transaction Type, Description, Date/Time and choose Follow-up Details
  • 9. Enter Category, Notes text, Activity Partner and choose Add
  • 10. Choose Done
  • 11. Choose End
  • 12. Close browser window (log off)

The loops given from outside will run from steps 3 - 11 (each loop has nine steps).

Contact History Search and Display of Historical Record

  • 1. Logon
  • 2. Choose profile S05 Database Search for historical data
  • 3. Choose Identify Account
  • 4. Enter Telephone number and choose Search Account
  • 5. Choose Confirm
  • 6. Choose Interaction Record (log off)
  • 7. Choose Interaction History in view Last Interactions
  • 8. Select Show Business activity, enter time range and chooseSearch
  • 9. Select one result
  • 10. Select Interaction Record
  • 11. Enter Reason, Description, Status
  • 12. Enter Notes text and choose End
  • 13. Close browser window

The loops given from outside will run from steps 3 - 12 (each loop has ten steps).

Inbound Sales with Creation of Sales Order

  • 1. Logon
  • 2. Choose profile S08 Telesales Inbound
  • 3. Choose Identify Account
  • 4. Enter Telephone number and choose Search Account
  • 5. Choose Confirm
  • 6. Choose Sales Order
  • 7. Enter Description and ENTER
  • 8. Enter Product and Quantity and ENTER 16. Close browser window (log off)
  • 9. Enter Product and Quantity and ENTER
  • 10. Enter Product and Quantity and ENTER
  • 11. Enter Product and Quantity and ENTER
  • 12. Enter Product and Quantity and ENTER
  • 13. Choose 3. Address
  • 14. Choose 1. General
  • 15. Enter Status and choose End

The loops given from outside will run from steps 3 - 15 (each loop has thirteen steps).

Service Call with Creation of Service Ticket

  • 1. Logon
  • 2. Choose profile S12 Scripting
  • 3. Choose Identify Account
  • 4. Enter Telephone number and choose Search Account
  • 5. Choose Confirm
  • 6. Choose Service Ticket
  • 7. Enter Priority, Description, Notes text and Category 1
  • 8. Enter Category 2
  • 9. Enter Category 4
  • 10. Select Text Type Internal Note
  • 11. Enter Notes text and Status
  • 12. Choose End
  • 13. Close browser window (log off)

The loops given from outside will run from steps 3 - 12 (each loop has ten steps).

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