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Routing and Queuing Methods Comparison Table

Table 13 lists the advantages and disadvantages of each routing and queuing method.

Table 13.  Routing and Queuing Methods Comparison
Routing Method or Product

Manual routing

Very simple.

Very slow: Each email must be manually assigned to an agent.

Requires a person dedicated to the routing process.

Custom Routing and Queuing

Meets precise business requirements.

Can accommodate more complex business processes and hierarchies.

Takes time to design and program.

Siebel Assignment Manager

More powerful.

Skills-based routing.

Workload-based routing.

Rules maintenance in graphical user interface. No programming required.

No real-time notification using the communications toolbar. No blending of inbound communications across channels.

Siebel Universal Queuing

Most powerful.

Skills-based routing.

Keeps track of agent availability and workload sessions in real time.

Maintenance performed in graphical user interface.

Real-time notification using the communications toolbar.Access to communications channels (email, voice, Web collaboration, and so on) by using the communications toolbar.

Must be purchased separately.

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