Title
Generate planned call lists from business partner call times

Purpose
This report generates planned activities or transactions andcall lists in thebackground for a defined range of business partners within a certaintime period. The call times of individual business partners arecalculated with the help of rules from the call times maintained in thebusiness partner master data.
Use this report if you want to define for a call center agent the callsthat should be made within a certain time period. After a call list hasbeen generated, it must to assigned to one or more organizational units.The call list is then displayed on one of the workspace tabs in theInteraction Center where it can be processed.

Prerequisites

• You have maintained the call times for the selected business partners in
the business partner master.

• If the call list should contain the contact person for the business
partners, you need to have maintained this relationship as well as thecall times for contact persons in the business partner master.

• If you want the call list to be generated for a
target group, you need tohave maintained it in Marketing.

Features

Selection


• Call list title


• Date from/to


• Transaction type


• Target group and/or business partner

If you enter a business partner interval in addition to the target, acall list is generated for all business partners contained in bothgroups.

Activities
Enter the title of the call list.
Enter the time period of the call list.
Set the required indicators for generating transactions:
If you set the indicator Generate a transaction per call time
a transaction is generated in the call list for every maintained calltime for the business partner and the contact person.
Example: the call times Wednesday and Thursday between 10 and 12 o'clockare maintained for the business partner. The call list is generated forthe period Monday 13th August to Friday 17th August. The systemgenerates two transactions, that is, one for each call time which takesplace during this period.
If you indicated that the contact partner should be considered, atransaction is generated for each contact person and call time.
If you do not set the indicator Generate a transaction for each calltime, then only one transaction will be generated for thebusiness partner or contact person, regardless of how many call timeshave been maintained. If several call times have been maintained, thetransaction will be created for the closest call time.
If you set the indicator Generate transaction without call time,a transaction is generated even if no call times are maintained for thebusiness partner or the contact person in the given period. In this case
, the transaction for the business partner/contact person is "empty".
Choose a transaction type. During processing of the call list in theInteraction Center, the tab page for transaction processing is tailoredto the corresponding selected transaction type. If you select thetransaction type standard order, the tab page for transactionprocessing with this transaction type is available to the agent in theInteraction Center.
Select a target group via F4 Help and/or enter a business partner range.These business partners are then included in the call list.
If you choose Check contact persons, a new screen area is opened,which enables you to restrict the search for the contact personsaccording to specific characteristics.
Choose the button No contact persons to close this screen.