Purpose
You can use this report to define qualifications that are relevant forSAP Customer Relationship Management (SAP CRM) for interaction centeragents.
Certain characteristics, such as language ability in French, are storedfor interaction center agents. These types of characteristicscorrespondto qualificationsin the Personnel Development. The system uses the qualifications linkedto each agent to determine the best-qualified agents for eachinteraction center area.

Features
The report is made up of two steps:
Switch to the Human Resources (HR) system
Set the indicator to start the transaction and choose Execute.
The corresponding HR system appears.
Define the qualifications in the HR system
Select the validity period and choose Execute.
A dialog box appears, containing the qualifications catalog. You selectthe entries that are to be relevant for a particular agent and chooseContinue
.
The qualifications you selected are marked as CRM-relevant and areupdated in the infotype Appraisal Area (1070). In this infotype, thesequalifications are indicated as "CRM-relevant".