Ticket Assignment to Agents using Sinch Contact Pro

Integration between Sinch Contact Pro and SAP Service Cloud empowers the Agent experience.

Business Use Case and Key Capabilities

Routing in Sinch Contact Pro considers all conversations in the queue and the defined service levels for each conversation, so no critical time limits elapse even for tickets which can have longer acceptable response times.

  • Assign tickets automatically to an available Agent
  • Take advantage of Sinch Contact Pro’s universal queuing and intelligent routing logic, such as skills matching, agent availability and optimization.
  • Use SAP Service Cloud’s routing rules to push only relevant tickets (e.g. very high priority tickets) to the Sinch queue.

Prerequisites

  • SAP Cloud for Customer
  • Sinch Contact Pro
  • Chatbot (SAP CAI)
  • CPI
  1. Service Agent enables the C4C Ticket Push queue and makes it active.

2. The customer initiates the chat to get help with “Abnormal Ice formation” in the Smart Refrigerator.

3. Customer selects Bot Assistant not helpful.

4. Bot proposes an option and the Customer choose Create Ticket.

5. The bot creates a ticket and provides the ticket reference to the customer.

6. The service agent receives the new ticket in the Sinch Queue. The agent can see the ticket subject, customer and queue details in the Sinch Conversations view.

7. The agent accepts the incoming Ticket. SAP Service Cloud opens the ticket automatically in the background.

8. The ticket is auto-assigned to the Agent

Conclusion: Integration between Sinch Contact Pro and SAP Service Cloud comes with a lot of features. In this blog, we covered one of the key features – Ticket Assignment to Agents using Sinch Contact Pro – using which we can unlock the business value

  • Assign tickets automatically to an available Agent
  • Take advantage of Sinch Contact Pro’s universal queuing and intelligent routing logic, such as skills matching, agent availability and optimization.
  • Use SAP Service Cloud’s routing rules to push only relevant tickets (e.g. very high priority tickets) to the Sinch queue.