Defining Routing Rules for E-Mails
System administrators follow this procedure to define routing rules for incoming e-mails in the agent inbox of the Interaction Center (IC) WebClient.
The 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 upon the e-mail addresses maintained in the employee’s business partner master data.
Additional routing rules use business partner attributes to route e-mails to agents who specialize in particular areas (see Additional Routing Rules for E-Mails).
Process
As a system administrator, you define routing rules in the following steps:
Create rules.
Assign rules to agents or grouping of agents.
Creating Rules
In the
SAP Easy Access
menu, choose
Interaction Center
Interaction Center WebClient
Administration
Agent Inbox
Maintain Rules for E-Mail
.Choose
Create responsibility
.Enter the following:
Object abbreviation
Description
Start date
End date
Choose
Continue
.Enter a priority.
Enter values for each business partner field that 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 * (asterisk) for the fields that you do not want to define.
Save your data.
Assigning Rules to Agents
On the
Responsibilities for Rule
screen, select the rule that you created.Choose
Insert agent assignment
.Select an object type.
Search for and select one or more objects of the type that you specified in the previous step.
Choose
Create
.
If you want to delete an assignment, select a rule on the Responsibilities for Rule
screen and choose Delete agent assignment
.
Example
You want to use the business partner language Spanish as an additional routing field. You make the following settings:
Name | From | To |
|---|---|---|
Address | * | <no entry> |
Country | * | <no entry> |
Language | ES | <no entry> |
Name | * | <no entry> |
Region | * | <no entry> |
Postal code | * | <no entry> |