Symptom
When a Ticket is De-Escalated it is not automatically reassigned to the Agent who escalated the Ticket initially.
Environment
SAP Hybris Cloud for Customer
Reproducing the Issue
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Incoming Ticket ABC (ABC represents the Ticket ID) is routed to Agent A (A represents the Agent ID) according to the Employee Work Distrubution Rules maintained in the system.
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Agent A assigns Ticket ABC to Agent B (B represents the Agent ID).
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Agent B escalated Ticket ABC.
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Agent C (C represents the Agent ID) de-escalates Ticket ABC.
Ticket ABC is automatically routed to Agent A again instead of Agent B, who escalated the Ticket.
Cause
An Escalation / De-Escalation re-triggers the Employee Work Distrubution Rules maintained in the system.
Resolution
This is the expected system behaviour in SAP Hybris Cloud for Customer.
Keywords
Escalate De-escalate escalation de-escalation routing routed automatical Employee Work Distrubution Rule , KBA , LOD-CRM-SRP , Service Request Processing , Problem
Product
SAP Cloud for Customer add-ins 1805