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. |