What is switching rule in SAP CRM-CCI - SAP Contact Center?

SAP Term: switching rule

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A generic rule that applies to all users in a telephony system. For example, barring calls to expensive service numbers.

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• Key Concepts: 
  Switching rule is a feature of the SAP Contact Center Infrastructure (CRM-CCI) that allows for the automatic routing of incoming calls to the most suitable agent. It is based on a set of criteria, such as agent availability, skills, and customer preferences. The switching rule can be configured to prioritize certain criteria over others. 
  
  How to use it: 
  The switching rule can be configured in the CRM-CCI system. First, define the criteria that will be used to determine which agent should receive an incoming call. This includes agent availability, skills, and customer preferences. Then, set the priority of each criterion. Finally, configure the switching rule to apply these criteria when routing calls. 
  
  Tips & Tricks: 
  When configuring the switching rule, it is important to consider how each criterion will affect the overall performance of the system. For example, if customer preferences are given too much priority, it may lead to longer wait times for other customers. It is also important to regularly review and adjust the switching rule as needed in order to ensure optimal performance. 
  
  Related Information: 
  For more information about the SAP Contact Center Infrastructure (CRM-CCI) and its features, please refer to the official SAP documentation. Additionally, there are many online resources available that provide detailed tutorials and best practices for configuring and using the switching rule feature.