|Bookshelf Home | Contents | Index | PDF|
Once a route is selected for a work item based on its route properties, the escalation component of the rule determines how the work item is routed. Every route must have one or more escalation steps. Each escalation step consists of one or more skill requirements and a wait time.
Siebel Universal Queuing will attempt to find a suitable agent for the work item based on the first escalation step (or set of skill requirements). If a suitable agent cannot be found to handle the work item before the escalation step's wait time has elapsed, then the next escalation step will be evaluated. If you enter 0 as the wait time, the work item will remain in this escalation step until an agent becomes available.
When the wait time for the last escalation step in a route expires, a warning alarm is generated and logged. Therefore, the last escalation step should have skill requirements that are general enough to handle any work items for this route.
|Siebel Universal Queuing Administration Guide|