Skip to Content
1
Former Member
Feb 10, 2014 at 09:19 PM

Multilevel categorization - reporting

30 Views


Hi all,

I customized 3 level categorization in SAP CRM. Users will use categorization to categorize inbound calls in Interaction Center.

I don't know how to make a report by categories on 3rd level.

Example:

Categorization schema:

level 1

level 1.1.

level 1.1.1. - reason 1 >>> 3 calls

level 1.1.2. - reason 2

level 1.2.

level 1.2.1. - reason 3

level 1.2.2. - reason 4 >>> 1 call

level 2

level 2.1.

level 2.1.1. - reason 5

level 2.1.2. - reason 6 >>> 4 calls

level 2.2.

level 2.2.1. - reason 7

level 2.2.2. - reason 8 >>> 7 calls

Desired report:

REASON NUMBER OF CALLS

Reason 1 3

Reason 4 1

Reason 6 4

Reason 8 7

Does anybody know how to make reporting (analytics) by categorization in SAP CRM?

Thank you and regards,

BoĊĦtjan