What is 'auto-allocation' in SAP CRM-CCI - SAP Contact Center?

auto-allocation - Overview

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: Queue mode where calls, chats, or e-mails from queues are automatically allocated to agents.

auto-allocation - Details

• 
  Key Concepts: 
  Auto-allocation is a feature of the SAP Contact Center Infrastructure (CRM-CCI) that allows incoming customer requests to be automatically assigned to the most suitable agent. This feature helps to ensure that customer requests are handled quickly and efficiently, as agents are able to focus on the tasks they are best suited for. 
  
  How to use it: 
  To use auto-allocation, you must first configure the system to determine which agents are best suited for each type of customer request. This can be done by setting up criteria such as skill level, availability, and language. Once this is done, incoming customer requests will be automatically assigned to the most suitable agent. 
  
  Tips & Tricks: 
  When configuring auto-allocation, it is important to ensure that the criteria you set up accurately reflect the skills and abilities of your agents. This will help ensure that customer requests are handled quickly and efficiently. Additionally, it is important to regularly review and update your criteria in order to keep up with changes in your team's skills and abilities. 
  
  Related Information: 
  For more information on auto-allocation, please refer to the SAP Contact Center Infrastructure documentation. Additionally, you can find more information on how to configure auto-allocation in the SAP Help Portal.