Activate CTI Analytics to Better Monitor Your Interaction Center

  • by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP
  • Satit Nuchitsiripattara, Developer, SAP CRM
  • Yufeng Zhou, Senior Developer, SAP CRM
  • October 15, 2007
Learn how to set up, use, and customize the default Computer Telephony Integration Analytics Live Interactions reports on service level, connection volume, average handling time, average speed of answer, and abandonment rate. These reports provide interaction center managers and supervisors with a snapshot of how well the interaction center is running.
Key Concept

SAP provides a Statistics Interface that allows third-party Communication Management Software vendors to implement a Remote Function Call to extract Computer Telephony Integration (CTI) data into SAP BW. This enables CTI reporting for the SAP CRM Interaction Center.

Interaction center managers and supervisors rely on various metrics and statistics to evaluate how well the interaction center is running and improve interaction center performance. SAP provides several out-of-the-box Computer Telephony Integration (CTI) reports, called Live Interaction reports, in SAP BW. These reports are based on communication data that you import into SAP CRM using a third-party Communication Management Software (CMS) system. The system then enriches the data with CRM business data and exports it to SAP BW.

Let us share with you a new process that you can use to enable CTI Analytics for your interaction center. We’ll also provide descriptions of each report and then take you through the steps to set up and customize them. The process is available with SAP CRM 2005 and later. It also requires SAP BW 3.x or later. To enable CTI Analytics you must have CTI in place.

How the New Process Works

When an agent receives a telephone call in SAP CRM Interaction Center, the CRM system stores the relevant business data, such as the customer information and any business transactions that the agent created. The CRM system also stores the connection ID of the communication, which the external third-party CMS provider supplies.

The external CMS system saves the information about the customer communication, including the duration of calls, the amount of time that calls are in ringing status, the length of time that callers wait in the queue, and how long agents spend talking with callers. The CMS then uses a Remote Function Call (RFC) to export this data to SAP CRM to enrich the data. Later, the CMS exports the data to SAP BW to create the CTI reports.

John Burton

John Burton is a director of product management at SAP and is responsible for the SAP CRM Interaction Center (including ERMS) and social CRM topic areas. John has 13 years of experience at SAP and has been involved with SAP CRM and the Interaction Center since 1999. He is also the author of Maximizing Your SAP CRM Interaction Center, available at the SAPinsider Store. John is an alumnus of the University of Michigan and Central Michigan University. John can be found on LinkedIn at www.linkedin.com/in/sapjohnburton.

John will be presenting at the upcoming SAPinsider Customer Engagement & Commerce 2017 conference, March 6-8, 2017, at the Walt Disney World Swan and Dolphin Resort. For information on the event, click here.

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Satit Nuchitsiripattara

Satit Nuchitsiripattara is an SAP CRM developer with more than seven years of experience in the Interaction Center area. He specializes in the SAP CRM Interaction Center communications channels and has worked with SAP CRM since CRM 2.0B.

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Yufeng Zhou

Yufeng Zhou is a senior software developer with 10 years of SAP experience. He has worked at SAP Japan and SAP China and now works at SAP Labs performing functional and empirical analysis related to the development and enhancement of SAP CRM.

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