How to use CBIH92 - Agent Workbench

SAP Transaction Code - Details

• Transaction Code: CBIH92

  Description: Agent Workbench

  Release: ECC 6 only

• • Program: RMWBP00

    Screen: 1000

    Authorization Object: C_SHES_TRH

  • Development Package:

    Package Description:

    Parent Package:

  • Module/Component:

    Description:

Smart SAP Assistant

• SAP Tcode: CBIH92 - Agent Workbench

  
  Overview:
  CBIH92 is an SAP transaction code used to access the Agent Workbench. It is a tool used to manage and monitor the performance of agents in a customer service environment. The Agent Workbench provides a comprehensive view of agent performance, allowing managers to quickly identify areas of improvement and take corrective action. 
  
  Functionality:
  The Agent Workbench provides a range of features that allow managers to monitor and manage agent performance. These include 
  •	Real-time monitoring of agent performance 
  •	Detailed analysis of agent performance data 
  •	Ability to set goals and objectives for agents 
  •	Ability to assign tasks and activities to agents 
  •	Ability to track agent progress and performance over time 
  
  Step-by-Step How to Use 
  1.	Open the SAP system and enter transaction code CBIH92 in the command field. 
  2.	The Agent Workbench will open, displaying a list of agents and their performance data. 
  3.	Select an agent from the list to view their performance data in detail. 
  4.	Use the various features of the Agent Workbench to monitor, manage, and analyze agent performance. 
  5.	Once you have finished using the Agent Workbench, close the window by clicking on the “Exit” button in the top right corner of the window. 
  
  Other Recommendations: 
  It is recommended that managers use the Agent Workbench regularly to monitor and manage agent performance. This will ensure that agents are performing at their best and that any areas of improvement are identified quickly and addressed appropriately.