What is routing in SAP (CRM-CCI - SAP Contact Center)?

SAP Term: routing

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A procedure that determines the receiver of a call, an e-mail, an SMS, a short message, a chat request, or other contact.

Smart SAP Assistant

• Key Concepts: 
  Routing is a feature of the SAP Contact Center Infrastructure (CRM-CCI) that allows incoming customer requests to be directed to the most appropriate agent or department. It is based on criteria such as customer type, language, and product. The routing process can be automated or manual, depending on the organization's needs. 
  
  How to use it: 
  Routing can be set up in the CRM-CCI system by defining rules for each customer type, language, and product. These rules can be used to automatically route incoming requests to the most appropriate agent or department. Alternatively, manual routing can be used if more control is needed over the routing process. 
  
  Tips & Tricks: 
  When setting up routing rules, it is important to consider the customer's needs and preferences. For example, if a customer speaks a certain language, it may be beneficial to route their request to an agent who speaks that language. Additionally, it is important to ensure that the routing rules are regularly updated to reflect any changes in customer types or products. 
  
  Related Information: 
  For more information on routing in CRM-CCI, please refer to the SAP Help Portal or contact your SAP representative.