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Former Member

Ticket rounting based on email language in C4C

Hi pros,

How to perform ticket rounting based on incomming email language in C4C?

Example:

There are 2 service agents: AgentA who speaks English and German, AgentB who speacks English and French

There are three communication channels: ChannelEn whom .com wib-site, ChannelDe from .de web-site and ChannelFr from .fr web-site

There are 4 ticket desctribution rules:

1) IF (email language is English) THEN (ticket is assigned to AgentA or AgentB)

2) IF (email language is German) THEN (ticket is assigned to AgentA)

3) IF (email language is French) THEN (ticket is assigned to AgentB)

4) IF (email language is NOT English, German or French) THEN (ticket is NOT assigned)

How can such rules be implemented? IS there a way to use Google translate to determine email language?

Best regards,

Nadezhda Rukavishnikova

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1 Answer

  • Best Answer
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    Former Member
    Jan 18, 2017 at 07:46 AM

    I think the name of the Business Object related to Tickets should be Service Request, then you'll need to monitor (in the beforesave or aftermodify) when it's being created and use the following API provided by Google

    https://cloud.google.com/translate/docs/detecting-language

    Since it's a REST service you'll be able to integrate it without issues in your C4C using the SAP Cloud Application Studio.

    The documentation has an example like this one:

    https://translation.googleapis.com/language/translate/v2/detect?key=YOUR_API_KEY&q=Hallo Welt

    And the service will return something like:

    {
    
    "data":{
    
    "detections":[[{
    
    "language":"de",
    
    "isReliable":false,
    
    "confidence":0.18397073
    
    }]]
    
    }
    
    }

    Regards,

    Melvin

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