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Sep 08, 2014 at 09:55 PM

When is it our turn? How do IC Agents Know When They Should Respond?


We are implementing the SAP CRM Interaction Center and have configured ERMS e-mail handling and threading (automatic linking) of e-mails to the service requests. These items are working fine.


For the IC, how is the agent responsible for the service request notified that it is their turn in the two-way communication? We are looking to have one agent resolve the issue from start to finish rather than just having the next available agent respond. Additionally, It is common for us to have 3-5 back-and-forth communications with the customer before the issue is correctly identified/resolved.

Any ideas?