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Your implementation of Siebel Universal Queuing can include any communication type that can be handled by the underlying communications infrastructure that is passing the resulting work item to Siebel Universal Queuing. Siebel Universal Queuing can route any work item that contains a channel type and corresponding work item characteristics that can be matched to routing rules.
For each channel, you specify a service level. The service level is the desired percentage of work items to be routed in a specified period of time. The service level is not used in the routing process, but sets a basis for monitoring a route's performance. When the service level for a channel is exceeded, alarms are triggered and logged. This allows you to examine the work load for a particular channel in real time and make changes to your configurations as necessary.
You should have one channel defined for each channel type. Only one channel can be primary at any given time for each channel type. The primary channel is the currently active channel for that channel type.
When you find it necessary to change a channel definition, you should add a new channel for the channel type and make it primary rather than changing the existing channel definition. Historical statistics are gathered and logged based on the current channel definition. If you change the channel definition, the historical information for that channel type will no longer be valid.
For each channel, you create channel properties, which are used to define routing rules. These properties only need to be defined once. The properties you define here are those that appear in the drop-down list for the Property Name field in the Properties list, in the Routes view. You will use a subset of these properties to define the selection criteria when creating routing rules and a subset of these properties will be a part of each work item for this channel.
CAUTION: You should never change an existing channel definition because it will affect the validity of the historical data that has been saved based on the existing definition. You should never delete a channel unless you understand how the deletion will affect the historical data.
|Siebel Universal Queuing Administration Guide|