Make the Most of Your Employee Interaction Center with SLA Agreements

by EIC Experts (June 2009)

Learn how to create Service Level Agreements (SLAs) within the Employee Interaction Center so you can track the effectiveness of the service center.

Categories: HR, Implementations and upgrades

Key Concept

Service Level Agreements (SLAs) are predefined agreements between two parties (e.g., the HR Shared Service Group and the customer or employee) for the delivery of HR services. They are used within the Employee Interaction Center (EIC) to monitor and control key performance indicators (KPIs). These KPIs can be used by management to evaluate the quality and performance of the shared service center.

The Employee Interaction Center (EIC) is a centralized call center application that is part of SAP’s shared services offering. It delivers employee information to contact center agents and empowers them to capture the details of an interaction with an employee. It is built on the Interaction Center WebClient (IC WebClient) platform.

By configuring Service Level Agreements (SLA) within EIC, companies are able to monitor EIC performance with key performance indicators (KPI) that you define in customizing. You can then report on the performance in SAP NetWeaver Business Warehouse (SAP NetWeaver BW) analytics.

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