Routing with active Action Item
All routing configuration is done within CCE. This includes but is not limited to Script selection, label handling, skillgroup management, etc.
Label handling for Action Item routing
When an action item is routed through CCE, Connects for SAP receives from the CCE a selected agent or a reroute reason. The following reroute reasons are possible:
| Reason | Description |
|---|---|
| RONA | Task was not accepted within the timeout by the agent (RONA). There is a limit of retry with RONA. Configurable with RouteRonaTryCount (default 10). Routed action items that exceed the configured value will be visible in “Route Try Overflow” in the route_state of the remote console of the CRMConnectorSAP. |
| (System) | |
| REJECT | Task was rejected by the agent manually or by SAP system automatically. One cause of an automatic reject is if the SAP CRM Session limit is reached. There is a limit of retry with REJECT. Configurable with RouteTryCount (default 10). Routed action items that exceed the configured value will be visible in “Route Try Overflow” in the route_state of the remote console of the CRMConnectorSAP. |
| (System) | |
| REROUTE | Task was rerouted by the agent (e.g. in a transfer). After a REROUTE, the RouteRonaTryCount will be reset to ‘0’ (zero). If MediaAgentLoginType is enabled (set to 1), the prefix “user.” is no longer required in the event of agent to agent transfer. |
| (System) | |
| RESTART | Task was rerouted because of a disconnection or a Media Manager or PG restart (e.g. when MediaManager is restarted). There is a limit of retry with RESTART. Configurable with RouteTryCount (default 10). Routed action items that exceed the configured value will be visible in “Route Try Overflow” in the route_state of the remote console of the CRMConnectorSAP. |
| (System) | |
| TIMEOUT | Last RouteRequest was answered by CCE script with the label TIMEOUT. Before the action item task with the TIMEOUT label is rerouted, the connector waits for a specified time (RouteWaitToRerouteTimeout). There is a limit of retry with TIMEOUT. Configurable with RouteTryCount (default 10). Routed action items that exceed the configured value will be visible in “Route Timeout” in the route_state of the remote console of the CRMConnectorSAP. |
| (Script) | |
| OVERFLOW | Last RouteRequest was answered by CCE script with the label OVERFLOW. Before the action item task with the OVERFLOW label is rerouted, the connector waits for a specified time (RouteWaitToRerouteTimeout). There is a limit of retry with OVERFLOW Configurable with RouteTryCount (default 10). Routed action items that exceed the configured value will be visible in “Route Overflow” in the route_state of the remote console of the CRMConnectorSAP. |
| (Script) | |
| LOGOUT | An agent initiate a log out (or logged out by the system) while offering or working on an action item. If a new action item is offered to an agent, and the agent logs out, the action item will always be rerouted. If the agent already accepted the action item, the task will only be rerouted if the keys RouteRerouteAfterLogout and RouteRerouteAfterLogoutEffectiveTime are configured (for more details, please consult 5.5.3 Reroute on Agent Logout with active Action Item). There is a limit of retry with LOGOUT. Configurable with RouteTryCount (default 10). Routed action items that exceed the configured value will be visible in “Route Try Overflow” in the route_state of the remote console of the CRMConnectorSAP. |
| (System) | |
| ERROR | Last RouteRequest was answered by CCE script with the label ERROR. Routing will be terminated and the task will no longer be rerouted. An error is logged in the CRMConnectorSAP-log. Routed action items that exceed the configured value will be visible in “Route Error” in the route_state of the remote console of the CRMConnectorSAP. |
| (Script) | |
| END | Last RouteRequest was answered by CCE script with the label END. Routing will be terminated and the task will no longer be rerouted.Routed action items that exceed the configured value will be visible in “Route end” in the route_state of the remote console of the CRMConnectorSAP. |
| (Script) |
CCE label list configuration
| List Tools – Label List | |
|---|---|
| „Add“ label Timeout | |
| Routing client: | Multichannel |
| Label: | Timeout |
| Label type: | Normal |
| Target type: | <None> |
| Network target: | <None> |
| Customer: | <None> |
| Description | No agent found within expected time |
| „Add“ label Overflow | |
| Routing client: | Multichannel |
| Label: | Overflow |
| Label type: | Normal |
| Target type: | <None> |
| Network target: | <None> |
| Customer: | <None> |
| Description | Too many tasks in queue |
| „Add“ label End | |
| Routing client: | Multichannel |
| Label: | End |
| Label type: | Normal |
| Target type: | <None\> |
| Network target: | <None\> |
| Customer: | <None\> |
| Description | End routing without error timed out |
| „Add“ label Error | |
| Routing client: | Multichannel |
| Label: | Error |
| Label type: | Normal |
| Target type: | <None\> |
| Network target: | <None\> |
| Customer: | <None\> |
| Description | End routing with error |
| „Add“ label LSS | |
| Routing client: | Multichannel |
| Label: | LSS:\<script selector> |
| Label type: | Normal |
| Target type: | <None\> |
| Network target: | <None\> |
| Customer: | <None\> |
| Description | Routing continued in specified script |
| “Save” |
Reroute on Agent Logout with active Action Item
As soon as an agent has accepted a new action item (e.g. email), the agent is responsible for that particular task to avoid scenarios where action items are being routed multiple times. When an agent logs out of SAP CRM or CCE without ending the action item task, this specific task will not be rerouted to another agent.
However, if an action item task should be rerouted on agent logout, the following keys can be used:
RouteRerouteAfterLogout=1
RouteRerouteAfterLogoutEffectiveTime=30000
RouteRerouteAfterLogout defines if an active and accepted action item should
be rerouted on agent logout.
RouteRerouteAfterLogoutEffectiveTime defines the timeframe during which an
active action item is rerouted on agent logout (in miliseconds).
If the agent accepts a new action item and then logs out (e.g. by closing the browser window), within the specified timeframe (default 30 seconds), the task will be rerouted to another agent. After this time period has elapsed, the action item task will not be rerouted.
VarPool
VarPool variables (key-value pairs) are additional data containers that contain data for transfer scenarios and configuration of the MediaManager. VarPool variables cannot be sent through CCE/CCX routing. The following key is used to specify VarPool variables:
TpiActionItemRouteVpPassing={Key=Value;}
The parameter value can consist of different fragments.
TpiActionItemRouteVpPassing={fragment }.
A fragment can be a placeholder (local.* or AID.*) or strings.
Example:
TpiActionItemRouteVpPassing=VP.sender= local.MediaSender ;VP.PrioQueue=AID.SAP/BUPA.Prio
The executed string would be:
“VP.sender=Test\@bucher-suter.ch;VP.PrioQueue=1”
Currently, VarPool variables are generally used to prioritize chat tasks versus action item tasks.
TpiActionItemRouteVpPassing=VP.PrioQueue=0;