What is routing group in SAP CRM-CIC - Interaction Center WinClient?

SAP Term: routing group

• Component: CRM-CIC

• Component Name: Interaction Center WinClient

• Description: Umbrella term for processing groups and business partner groups in business routing. Possible processors for example, sales representatives and business partners are grouped in the CRM Online System, and are assigned to each other according to specific criteria. This assignment specifies which processors are responsible for which business partners.

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• Key Concepts: 
  Routing group is a feature of the CRM-CIC Interaction Center WinClient that allows users to assign incoming calls to specific agents or groups of agents. It is used to ensure that calls are routed to the most appropriate agent or group of agents, based on their skills and availability. 
  
  How to use it: 
  To use the routing group feature, users must first create a routing group in the CRM-CIC Interaction Center WinClient. This can be done by selecting the “Routing Group” option from the main menu. Once a routing group has been created, users can assign incoming calls to it by selecting the “Assign” option from the main menu. 
  
  Tips & Tricks: 
  When creating a routing group, it is important to consider the skills and availability of the agents who will be assigned to it. This will ensure that calls are routed to the most appropriate agent or group of agents. Additionally, it is important to regularly review and update routing groups as needed in order to ensure that they remain up-to-date and effective. 
  
  Related Information: 
  For more information about routing groups in the CRM-CIC Interaction Center WinClient, please refer to the official SAP documentation at https://help.sap.com/viewer/product/CRM_CIC_INTERACTION_CENTER_WINCLIENT/7.0/en-US.