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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.
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.
|Siebel Universal Queuing Administration Guide|