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Employee Interaction Center
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Our Products


EIC Experts has developed several business value-adding products that customers can deploy right off-the-shelf for their Employee Interaction Center.

Compliance and Reporting


Most organizations using the employee interaction center have wealth of information at their fingertips though no real time access to it. Using our pre-built real time reports will allow your agents, supervisors and executives to quickly access information for day to day decisions and allow them to concentrate on more strategic issues.

EIC Agent Activities Report


This report is for the agents and upper management of the shared services organization to report on current and past EIC cases using a range of selection criteria. The report is excel enabled and can be used to export EIC data to third party data analysis tools.

The report is real-time and uses the SAP Case Management Database to read the EIC activity data. It will use the ALV functionality (ABAP List Viewer) that allows users to perform dynamic sorting, sub-totaling, filtering and storing output variants.

Supervisor SLA Report


This report is used by EIC supervisors to monitor and track the performance of the agents within their organization with regards to the Service Level Agreements in place.

The report is real-time and uses the SAP Case Management Database to read the EIC activity data. It will use the ALV functionality (ABAP List Viewer) that allows users to perform dynamic sorting, sub-totaling, filtering and storing output variants.

The report output will be color-coded to highlight the EIC cases that are in violation of SLA or the EIC cases that have generated SLA reminders. For the ones that are have generated reminders, the report line is color-coded in Yellow, and the ones that are in violation will be color-coded in Red. The supervisor can also choose to sub-total the number of cases that were completed within SLA agreements, the ones that are approaching violation, and the total number in violation for their organization.

In addition, the report can be sub-totaled to show the EIC case count by status. For example, the supervisor can quickly see the total number of cases that are Open, In Process, Completed and Awaiting follow-up action.

Manager's Dashboard


This is a dashboard report that will be utilized by the upper management of a EIC based shared-services organization to identify and report on the current workload of all the Agent groups (or sub-organizations) within the shared services center.

This report will give a high level overview of the current and recent activities within the EIC system with various key metrics displayed by Tiers of support.

  • Number of Open, In Progress, and Pending Activities by Agent Group
  • Number of contacts (email/telephone) received within the SSC by Agent Group
  • Number of activities closed by the shared services team by Agent Group
  • Number of follow-up activities created/open/closed by Agent Group
  • Number of SLA Reminders & Violations for the reporting period by Agent Group
  • Activity count by Category and Agent Group
The report will have the option to be run on a user-defined time-line (Monthly, Weekly, Quarterly and Annually). Some of the metrics that the report will produce are as follows:

This report has been developed with Web-Dynpro ABAP technology and is built using SAP Graphics and other user-friendly visual elements given the nature of the audience that the report was serving. All the key metrics are displayed using bar charts and pie chart for greater visual impact with color-coding of key performance indicators such as Violations, and outstanding follow-ups.

All the information on these reports will be real-time and have been used by EIC customers to supplement the reporting from SAP Business Information Warehouse (SAP BW).

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