Additional E-Mail Routing Rules
The Interaction Center (IC) WebClient agent inbox uses workflow to route incoming mails to agents. In the standard workflow, after a customer sends an incoming mail to the interaction center, the system retrieves the address to which the customer sent the mail. It determines which agents are assigned for processing incoming mails for that address. This determination is based on the e-mail addresses entered in the employee’s business partner master data.
In addition, you can use certain business partner data to define which agents or groups of agents should process the mails (for example, to route e-mails to agents who specialize in particular areas). The routing rules can be assigned to object types such as users, positions, and organizational units.
Prerequisites
Routing rules for e-mails have been defined and assigned to agents or groups or agents (see Defining Routing Rules for E-Mails).
Features
The following business partner data can be used to define how mails are routed:
Address
Country
Language
Name
Region
Postal code
To use other fields, you need to create a new rule. From the SAP Easy Access
menu, choose 
Architecture and Technology
ABAP Workbench
Development
SAP Business Workflow
Definition Tools
Rules for Agent Assignment.
Create
. The Responsibilities
tab allows the creation of rule definitions and assignments to agents.
Activities
The figure below shows how the system determines which agents process incoming mails and is followed by an explanation:
With additional routing rules, the system tries to determine the business partner by the customer’s e-mail address. If the business partner is determined, attributes from the business partner master data can be used to further define which agents process the mail.
NoteIf the business partner cannot be determined, the additional routing rules are not used. In this case, agents who are assigned to process mails for that incoming address or number receive the mail (see Defining Routing Rules for E-Mails).
End of the note.The system checks which agents are assigned to the incoming mail address (
Agent Group 1
), as specified in the inbound distribution.The system checks which agents are assigned to process the specific business partner attributes (
Agent Group 2
) if the business partner address or number is found. This depends upon the defined rules and which agents are assigned to them.The routing depends on how many agent groups exist:
Two agents groups
The mail is routed only to agents who are in both of the groups (
Agent Group 1
andAgent Group 2
). If no agents are found in both groups (agents inAgent Group 1
andAgent Group 2
, but none belonging to both groups) the mail is routed to all agents in each group.One agent group
If no agents are in
Agent Group 1
, the mails are routed to agents inAgent Group 2
. Alternatively, if there are no agents inAgent Group 2
, the mails are routed to agents inAgent Group 1
.
Example
Routing works as follows when two agent groups exist:
Mr. Smith sends an e-mail to service@company.com.
Julie and David (
Agent Group 1
) are assigned to process mails sent to this e-mail address.The system identifies Mr. Smith’s business partner data based upon his outgoing e-mail address.
The system determines that an additional rule can be used based upon Mr. Smith’s country (
US
).Michael and Julie (
Agent Group 2
) are assigned to an e-mail rule for US customers.The system determines that only Julie should receive the incoming mail because she is the only agent in both of the agent groups.
If Julie was not in both of the groups, then all of the agents, David, Michael, and Julie, would receive the incoming mail.