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

  • by Jarret Pazahanick, Managing Partner, EIC Experts
  • Chandan Gopalani, Managing Partner, EIC Experts
  • December 9, 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.
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, companies 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 companies to identify key areas or categories of calls being handled by their organization as well as streamline their agents to better address the employees' needs.

The SAP Employee Interaction Center (EIC) solution is built on the Interaction Center WebClient platform (IC-WebClient). SAP delivers two deployment options for running IC WebClient: 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 that plan to use SAP HR processes as part of the shared services delivery.

Various reporting techniques are available for users who have implemented EIC 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 NetWeaver 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.

Jarret Pazahanick

Jarret Pazahanick is an SAP Mentor, Human Capital Management (HCM) Certified Consultant, and Managing Partner of EIC Experts who has specialized in SAP HCM since 1998. He is a subject matter expert in US Payroll, Employee Interaction Center (EIC), and Enterprise Compensation Management (ECM). Over the past 14 years, Jarret has completed 20 high profile, full life cycle SAP HCM implementations for global Fortune 1000 companies. He is SAP HCM certified and ASAP certified; author for HR Expert, CloudAve, and ASUG News; and a moderator, blogger, and gold-level contributor on the SAP Community Network.

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Chandan Gopalani

Chandan Gopalani is a senior SAP HCM technical consultant with over 18 years of experience working on SAP projects across various industries and clients since 1995. He is co-founder of EIC Experts and specializes in Organization Management, Employee Interaction Center (EIC), US Payroll, Enterprise Compensation Management, ESS/MSS, Personnel Administration, Benefits, CATS, Finance, and Sales & Distribution. He is ABAP certified and ASAP certified, as well the author of several HR Expert article. He is currently working as an ECM consultant for a Fortune 50 client.

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