You can use this function to forward business transactions and cases in the interaction center (IC) manually or automatically.
You have made the necessary settings for automatic routing in the BSP application rule editor.
For more information, see Customizing for Customer Relationship Management
under .
You can forward business transactions and cases to agent groups as well as to individual agents. Both manual and automatic routing are available:
Manual routing
You can manually enter a responsible employee or a responsible group as the business partner.
The transaction or case can be selected in the agent inbox of the assigned responsible employee as an open item for processing.
Assigning a responsible employee
You can either enter an employee directly or using a search.
If you start a search and a responsible group is assigned, the system searches for agents in the responsible group. If there is no responsible group assigned, the system takes all agents into account during the search.
Assignment of a responsible group
You can enter the responsible group directly or using a search. If you start a search and a responsible employee is assigned, the system searches for all organizational units to which this employee is assigned in the organizational model. If no responsible employee is assigned, the system searches for all organizational units that are assigned to the business role. The organizational units are displayed in the search results according to the structural authorization of the agent.
Automatic routing
You trigger automatic routing by choosing Escalate
.
You can include up to five of the following attributes in the routing:
Priority
Status
Confirmed product
Confirmed customer
Categorization
Transaction type
Business role
You can also push business transactions and cases to external routers or communication management software (CMS) for distribution to IC agents based on their real-time availability. For more information, see Business Process Push.