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