Easily Assess Your IC Agents' Performance with Audio Interaction Records

by Sumeet Mishra, Senior SAP Consultant, Fujitsu Consulting, Inc. (June 2009)

See how you can enhance your communication management software integration with Interaction Center to associate a call recording file with the corresponding interaction record in the activity clipboard. With this enhancement, you can play the recording by clicking a link in the activity clipboard.

Categories: Activity Management, CRM, Interaction Center

Key Concept

Communication management software (CMS) is a middleware between voice hardware (phone/fax) and Interaction Center that integrates Voice over Internet Protocol (VOIP) phones with Interaction Center softphone functions.

Most call centers record the voice conversations with customers for quality and audit purposes. The current SAP CRM computer telephony integration (CTI) solution does not contain a mechanism to link these sound files with the corresponding interaction record. This means that you cannot track the conversation to the corresponding record in SAP CRM, which could be critical information for the business when determining a call center agent’s overall quality and productivity.

I have developed a solution in SAP CRM 2007 to enable you to link audio files with the corresponding interaction record. You can see sound files attached to a particular interaction record in the activity clipboard and you can play the files by clicking the link.

In this scenario, a customer calls the company customer service number. The interaction center receives the call via telephone. The next available agent picks up the call and initiates recording (this could be an automatic recording based on your CTI setup). The agent then maintains the interaction record and update notes.

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