Siebel Universal Queuing Administration Guide > Using Siebel Universal Queuing > Receiving and Handling Work Items >

Routing Service Requests or Activities

The Route With UQ command allows a customer to have Siebel Universal Queuing route an open service request or unassigned activity to an agent with the appropriate skills. After the command is issued, the status of the record is changed and the service request or activity will be matched to a route and sent to Siebel Server for routing to the next available agent. Siebel Server changes the ownership of the record to the newly assigned agent.

Service request and activity work items are typically nonreal-time, and are accessed by the recipient agent in the My Service Requests view or My Activities view, as appropriate. No visual aid alerts the agent to the new work item, as with a real-time work item that arrives by way of the communications toolbar.

By default, only service requests with the Status field set to Open can be routed using Siebel Universal Queuing. After a service request has been sent to the routing engine, the status of the service request changes to Pending, and the Substatus field is set to Assigned.

By default, only activities with the Status field set to Unassigned can be routed using Siebel Universal Queuing. After an activity has been sent to the routing engine, the status of the activity changes to In Progress.

To route a service request or activity with Siebel Universal Queuing

  1. From the application-level menu, choose View > Site Map > Service Requests, or choose View > Site Map > Activities.

    The My Service Requests view, or the My Activities view, appears.

  2. Click the More Info view tab.
  3. In the More Info form, click the menu button, and then choose Route With UQ.

    The service request or activity is routed by Siebel Universal Queuing to the next available agent with the appropriate skills to handle the work item.

Routing an Email Message as a Nonreal-Time Work Item

Email messages are normally routed in real-time, but you can alternatively configure communications events to allow agents to route them as nonreal-time work items—in the same manner that an agent can use the Route With UQ function to route a service request or an activity, as described earlier in this section.

To support this capability, define events like the following in the communications configuration:

DeviceEvent = "@HandleNonRealTimeWorkItem"
Filter.MediaType = "Email"
Response = "HandleNonRealTimeEmail"
Order = "55"

QueryBusObj = "eMail Response"
QueryBusComp = "Action"
QuerySpec = "Id = '{ActivityID}'"
SingleField.'Primary Owned By' = "{@UserName}"

The event response in this example sets the value of the "Primary Owned By" field for the email message's activity record to the user name of the assigned agent.

For more information about communications events and about the @HandleNonRealTimeWorkItem special event, refer to Siebel Communications Server Administration Guide.

Siebel Universal Queuing Administration Guide