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Simultaneous Sessions

Simultaneous sessions are the number of work items for a channel that an employee can work on simultaneously. An employee must have at least one simultaneous session defined for a channel type in order for Siebel Universal Queuing to consider that employee when routing work items for that channel. For some channel types, such as email, an employee may be able to handle multiple work items at one time and would be assigned more than one simultaneous session for this channel type.

NOTE:  When sequential assignment is used, then you must set the simultaneous sessions specified for each applicable channel, for each agent, as described in Configuring Sequential Assignment.

For more information on defining simultaneous sessions, see Defining Employee Channel Capacity.