What is delay push routing in SAP CEC-EC - Engagement Center?

SAP Term: delay push routing

• Component: CEC-EC

• Component Name: Engagement Center

• Description: To allow interactions to be available to agents for picking for a certain period of time after which they are allocated

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  Key Concepts: 
  Delay Push Routing is a feature of the SAP CEC-EC Engagement Center that allows for the automatic routing of customer inquiries to the most appropriate agent. This feature is based on a set of rules that determine when an inquiry should be routed to an agent, and which agent should receive it. The rules can be based on customer data, such as language, location, or product type, or on the availability of agents. 
  How to Use It: 
  Delay Push Routing can be enabled in the CEC-EC Engagement Center by selecting the “Enable Delay Push Routing” option in the settings menu. Once enabled, the system will automatically route customer inquiries to the most appropriate agent based on the rules that have been set up. 
  
  Tips & Tricks: 
  When setting up Delay Push Routing, it is important to consider how customer data and agent availability will be used to determine which agent should receive an inquiry. It is also important to consider how long an inquiry should wait before being routed to an agent. 
  
  Related Information: 
  For more information about Delay Push Routing and other features of the SAP CEC-EC Engagement Center, please refer to the official documentation available on SAP’s website.