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Function documentationBusiness Process Push

 

You can use this function to push business processes to external routers or communication management software (CMS) for distribution to interaction center (IC) agents based on their real-time availability. For example, the following business processes can be pushed:

  • Business transactions, such as SAP CRM sales and service orders and SAP ERP sales orders

  • Case management cases

  • Faxes and letters received through SAPconnect or the ArchiveLink scenario

The ID of the business process and a parameter that specifies the type of business process are transferred to the external router or CMS.

In addition, for each business transaction and case, you can define a set of additional parameters to represent, for example, status and priority. In order for the business process to be pushed and prioritized correctly in the CMS, you define rule policies to set the values for the parameters before these values are transferred to the CMS.

Prerequisites

  • You have made the settings for business process push in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Basic Functions Next navigation step Communication Channels Next navigation step Business Process Push Next navigation step Define Settings for Business Process Push End of the navigation path.

  • You have assigned parameters to agent inbox item types that you want to be pushed to external routers or CMS in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Basic Functions Next navigation step Communication Channels Next navigation step Business Process Push Next navigation step Assign Parameters for Business Process Push End of the navigation path.

  • You have defined rule policies to set the values for the parameters. For more information, see Rule Policies.

  • You have made the settings for pushing faxes in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Agent Inbox Next navigation step Settings for Asynchronous Inbound Processing Next navigation step Define Receiving E-Mail/Fax Settings End of the navigation path.

  • You have made the settings for pushing letters in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Basic Functions Next navigation step Communication Channels Next navigation step Business Process Push Next navigation step Define Letter Settings End of the navigation path.

Features

  • Push of business transactions and cases

    Business transactions, for example, sales orders or service tickets, get pushed to an external router or CMS, if the following conditions are met:

    • The business transaction is saved and ended or saved and escalated.

    • The values of the parameters that have been defined in Customizing for the business transaction correspond to the values of the parameters that are set in the rule policies.

      For example, the business transaction must have status In Process and priority High to be pushed to an external router or CMS.

    The business transaction is locked and the current employee responsible for the business transaction is removed. No changes to the business transaction and its status are possible until the transaction has been pushed to an IC agent.

    When an IC agent is alerted that an inbound business transaction is pushed, the business transaction ID and type are shown on the screen. The IC agent can either accept or reject the business transaction. The IC agent who accepts it is assigned as an employee responsible and he or she can process that business transaction and change its status.

  • Rule policies

    You define rule policies to set the values for the additional parameters for business transactions and cases before these values are transferred to the CMS. You define rule policies in the Order Routing and the Intent Driven Interaction (IC WebClient) contexts using attributes, conditions, and actions.

    Example Example

    You can create the following rule policy in the Order Routing context:

    Conditions:

    If Priority Is Not Equal To Very High

    Actions:

    • Set business process push parameter (Item Type = SALES ORDER; Parameter Name = STATUS; Parameter Value = Open)

    • Send business process push parameter

    You can create the following rule policy in the Intent Driven Interaction (IC WebClient) context:

    Conditions:

    If Current Event Equals Order Was Saved

    Actions:

    • Set business process push parameter (Item Type = SALES ORDER; Parameter Name = PRIORITY; Parameter Value = Very High)

    • Set business process push parameter (Item Type = SALES ORDER; Parameter Name = STATUS; Parameter Value = Open)

    Conditions:

    If Current Event Equals Interaction Ended

    Actions:

    Send business process push parameter

    End of the example.

  • Push of faxes and letters received through SAPconnect or the ArchiveLink scenario

    If the Customizing settings for pushing faxes and letters have been made, faxes or letters received through SAPconnect or the ArchiveLink scenario are pushed to IC agents based on their real-time availability. The number at which the fax arrives is the indicator for pushing the fax.

    An IC agent is alerted that an inbound fax or letter is pushed and he or she can either accept or reject it. Once the IC agent accepts the fax or letter, the Identify Account page and the Fax Preview or Letter Preview is displayed.