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

SAP Term: push routing

• Component: CEC-EC

• Component Name: Engagement Center

• Description: Allocating interactions to agents

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  Key Concepts: 
  Push routing is a feature of the SAP CEC-EC Engagement Center that allows users to route incoming customer inquiries to the most appropriate agent or team. It uses a combination of rules and algorithms to determine the best recipient for each inquiry. The routing process is automated, so inquiries are quickly and accurately routed to the right person or team. 
  
  How to use it: 
  To use push routing, users must first create rules that define how inquiries should be routed. These rules can be based on criteria such as customer type, inquiry type, language, and more. Once the rules are set up, incoming inquiries will be automatically routed according to the rules. 
  
  Tips & Tricks: 
  When setting up push routing rules, it’s important to consider how customer inquiries may change over time. For example, if a new product is launched, you may need to create a new rule to route inquiries about that product to the appropriate team. Additionally, it’s important to regularly review and update your push routing rules to ensure they are still relevant and accurate. 
  
  Related Information: 
  For more information about push routing in SAP CEC-EC Engagement Center, please refer to the official documentation here: https://help.sap.com/viewer/product/CEC_EC/Cloud/en-US/f9f8d7a3c2b14e6f9a7d3c8b2f5e4d1a.html