Definicja business routing
The transfer of incoming calls to the most suitable agent or agent group in the contact center.
An agent's suitability is determined using specific attributes, business partner group attributes or routing server attributes such as dialing codes.
Contact center agents and business partners are grouped and assigned to each other according to specific criteria. This assignment specifies which agents are responsible for which business partners.
Słownik i definicje SAPa na B.