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Defining Employee Channel Capacity

You must define the channel capacity for each employee who will receive work items from Siebel Universal Queuing. The channel capacity is the number of work items for each channel type that can be sent to an employee simultaneously.

In order for an employee to receive work items for a particular channel, the employee must have at least one simultaneous session defined for that channel. If channel capacity is not defined for a particular channel, that employee will not be considered for work items of that channel type when the routing rules are executed.

If a channel capacity for an employee is defined for several different channel types, then work items for those channel types can be sent to the employee simultaneously. For example, if an employee is defined to handle two email sessions and one voice call session simultaneously, then that employee could potentially receive two email work items and one voice call work item at the same time.

Depending on the type of work item, an employee may have more than one simultaneous sessions defined for a channel. This allows the employee to work on more than one work item of that type at any given time. However, if you are using either of the two approaches to sequential assignment, only one work item will be sent to an agent at a time, as long as the simultaneous sessions setting is greater than zero.

You use the Simultaneous Sessions list of the Employees view to define an employee's channel capacity.

For more information about sequential assignment, see Configuring Sequential Assignment.

To define simultaneous sessions

  1. From the application-level menu, choose View > Site Map > UQ Administration > Employees.

    The Employees view appears.

  2. Click the active record indicator for the desired employee.
  3. Click the Simultaneous Sessions view tab.
  4. In the Simultaneous Sessions list, create a new record.
  5. Select the channel type from the Channel Type drop-down list.
  6. In the Simultaneous Sessions field, enter the number of simultaneous sessions this employee is allowed for this channel type.

    The changes will take effect the next time the employee logs on to Siebel Universal Queuing.

Siebel Universal Queuing Administration Guide