The SAP CRM Interaction Center Benchmark focuses on typical interaction center activities, using the functions designed for the IC WebClient. The benchmark covers the following scenarios:

• Incoming call with display of contact history and creation of interaction record
• Contact with follow-up activity
• Contact history search and display of historical record
• Inbound sales with creation of sales order
• Service call with creation of service ticket

Each user calls only one scenario during an entire benchmark run, and the five different user types run five different scenarios in parallel.

Benchmark Results

Two-tier Internet Configuration, SAP CRM 2005

User Interaction Steps of the Interaction Center Benchmark Scenarios

Incoming Call with Creation of Interaction Record

1. Logon	6. Choose Interaction Record
2. Choose profile S01Telephony	7. Enter Reason, Description, Status
3. Choose Identify Account	8. Enter Notes text and choose End
4. Enter Telephone number and choose Search Account	9. Close browser window (log off)
5. Choose Confirm

The loops given from outside will run from steps 3 - 8 (each loop has six steps).

Contact with Follow-Up Activity

1. Logon	7. Enter Notes text, Reason, Description, Status
2. Choose profile S02 End Contact with Description	8. Enter Transaction Type, Description, Date/Time and choose Follow-up Details
3. Choose Identify Account	9. Enter Category, Notes text, Activity Partner and choose Add
4. Enter Telephone number and choose Search Account	10. Choose Done
5. Choose Confirm	11. Choose End
6. Choose Interaction Record	12. Close browser window (log off)

The loops given from outside will run from steps 3 - 11 (each loop has nine steps).

Contact History Search and Display of Historical Record

1. Logon	8. Select Show Business activity, enter time range and chooseSearch
2. Choose profile S05 Database Search for historical data	9. Select one result
3. Choose Identify Account	10. Select Interaction Record
4. Enter Telephone number and choose Search Account	11. Enter Reason, Description, Status
5. Choose Confirm	12. Enter Notes text and choose End
6. Choose Interaction Record	13. Close browser window (log off)
7. Choose Interaction History in view Last Interactions

The loops given from outside will run from steps 3 - 12 (each loop has ten steps).

Inbound Sales with Creation of Sales Order

1. Logon	9. Enter Product and Quantity and ENTER
2. Choose profile S08 Telesales Inbound	10. Enter Product and Quantity and ENTER
3. Choose Identify Account	11. Enter Product and Quantity and ENTER
4. Enter Telephone number and choose Search Account	12. Enter Product and Quantity and ENTER
5. Choose Confirm	13. Choose 3. Address
6. Choose Sales Order	14. Choose 1. General
7. Enter Description and ENTER	15. Enter Status and choose End
8. Enter Product and Quantity and ENTER	16. Close browser window (log off)

The loops given from outside will run from steps 3 - 15 (each loop has thirteen steps).

Service Call with Creation of Service Ticket

1. Logon	8. Enter Category 2
2. Choose profile S12 Scripting	9. Enter Category 4
3. Choose Identify Account	10. Select Text Type Internal Note
4. Enter Telephone number and choose Search Account	11. Enter Notes text and Status
5. Choose Confirm	12. Choose End
6. Choose Service Ticket	13. Close browser window (log off)
7. Enter Priority, Description, Notes text and Category 1

The loops given from outside will run from steps 3 - 12 (each loop has ten steps).