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author's profile photo Former Member
Former Member

Automatically assignment of service Ticket to agents !!!!

Hi Experts,

I have one requirement that once ticket creates in the SAP C4C system from all the source(FB,twitter, email , etc.) , it will automatically assigned to agents. Like if there is 100 ticket and 10 agent , than system automatically assign equal number of tickets to 10 agents.i.e equal distribution of tickets among all agents automatically.

Please suggest , how this object can be achieved.


Ravi Prakash

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    author's profile photo Former Member
    Former Member
    Posted on Oct 19, 2015 at 04:00 PM

    You can achieve this requirement by setting up queues with service Territory management and Get Next Ticket assignment of tickets. Define a hierachy of territories, territory routing/assignment rules to route the tickets to the right territory, assign employee(s) to the territories, and "Get Next Ticket" rules. The Get Next Ticket rules will define what is the next ticket the agent can pull from the queue. This way the agents are not "Cherry Picking" the easy tickets from the queue, but instead the solution will auto assign the next unassigned ticket from the queue.

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    • Former Member

      Hi Rei,

      I have a problem with Get next ticket functionality in C4C. I configured system to assigned ticket to the Team to which the agent belongs (My team Queue). I also added two fileds for sorting: Priority and Last Change Date Time. Organization structure for Service org. in tenant is hierarchical. The main node is called ‘Service’ and there are two child node: ‘Internal Service Team ’ and ‘External Service Team’.

      I have a user which belongs to ‘External Service Team’. But when this user choose Get next ticket button, system assigned to him tickets from other Team –‘Internal Service Team’. As you wrote: 'system should auto assign the next unassigned ticket from the user queue' and this user don’t have a tickets from ‘Internal Service Team’ in his Queue.

      Please, let me know that this is a correct behavior? Do you have any ideas why this work like that?



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