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Routing Work Items

The Siebel Universal Queuing routing engine receives each work item and uses a skills-based routing algorithm to match the work item properties with one of its routing rules.

For example, a work item received with a channel property of email and a language property of U.S. English (ENU) would match a routing rule with the same properties. When the work item matches a route, the next step is to find an appropriate agent to handle the work item. This happens by matching the skill criteria defined in the escalation step.

Once an agent is found, the routing engine routes the work item in this example back through Siebel Communications Server to the next available qualified agent. Work items can be routed to an available agent if, for this agent, simultaneous sessions is set to at least one for the channel type email and the language skill of ENU is defined. If more than one agent matches the routing rule, the work item is routed to the agent who was least recently assigned a work item.