Maintaining Rules for E-Mail 
System administrators use this procedure to define additional routing rules for incoming e-mails in the agent inbox of the Interaction Center (IC) WebClient.
This procedure is divided into two sections:
Creating new rules
Follow this procedure for each new rule you want to create.
Creating agent assignments
After you create rules, you must assign them to agents or groupings of agents.
Procedure
Creating New Rules
On the SAP Easy Access screen, choose
Interaction Center 
Interaction
Center WebClient Administration
Agent Inbox Maintain Rules for
E-Mail 
Choose Create.
Enter the following:
Object abbreviation
Description
Start date
End date
Choose Continue.
Enter a priority.
Enter values for each business partner field you want to use to further define routing.
To enter more than one range for the same field, select the field and choose New Row.
Enter an asterisk (*) for the fields that you do not want to define.
Save your data.
Creating Agent Assignments
Select the rule you created.
Choose Insert Agent Assignment.
Select the Object Type.
Enter your search criteria and choose Continue.
Choose Create.
NoteIf you want to delete an assignment, use Delete Agent Assignment.
End of the note.
Result
You created a rule for further identifying agents who should process incoming e-mails.
Example
You want to use business partner language as an additional routing field. In this example, we use Spanish as the language.
You have made the following settings:
Name |
From |
To |
Address |
* |
|
Country |
* |
|
Language |
ES |
|
Name |
* |
|
Region |
* |
|
Postal Code |
* |