Improve Your HCM Employee Interaction Center Using BW Queries and Custom Reporting

by EIC Experts (December 2009)

Read an overview of the reporting capabilities of the data captured within the Employee Interaction Center. Understand the standard SAP NetWeaver Business Warehouse queries that SAP delivers with the Employee Interaction Center (EIC) product, as well as some of the common custom reports that customers typically develop as part of their EIC implementations.

Categories: Employee Interaction Center, HR, Reporting

Key Concept

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 your call center agents and empowers them to capture the details of the interaction with the employee. Once this data is captured, customers require reporting tools to evaluate and analyze the performance of their SAP ERP HCM call center organization for reporting on key metrics. This analysis helps customers to identify key areas or categories of calls being handled by their organization as well as streamline their agents to better address the employee’s needs.

The SAP Employee Interaction Center (EIC) solution is built on the Interaction Center Web-Client platform (IC-WebClient). SAP delivers two deployment options for running IC Web-Client: SAP Enterprise Resource Planning (SAP ERP) 6.0 and SAP Customer Relationship Management (SAP CRM) 7.0. SAP recommends using the SAP ERP 6.0 solution (enhancement package 2 or higher) for customers who plan to use SAP HR processes as part of the shared services delivery.

Various reporting techniques are available for users who have implemented the HR Employee Interaction Center to analyze the performance of the HR call center organization. The analysis of this data allows companies to measure the quality of the call center data, and to determine the performance against the service levels as defined by each organization. This analysis is used to improve the quality of call centers for better service delivery and customer satisfaction.

The article gives an overview of the standard SAP NetWeaver Business Warehouse (SAP BW) queries that SAP delivers with the EIC product, and some of the common custom reports that customers typically develop as part of their EIC implementations.

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