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Using Siebel Business Process Designer and Routing and Queuing Methods

You use Siebel Business Process Designer with routing and queuing products or methods to further automate your email interactions. Routing and queuing applications and methods assign incoming records to employees, positions, and organizations.

Your company can manage your email processes by using Siebel Business Process Designer with one of the following routing and queuing methods or by integrating Siebel Email Response with a third-party routing and queuing application:

• Manual routing. A person must manually assign every work item as it comes in. This is the most labor-intensive method.
• Siebel Assignment Manager (optional). Assigns inbound work items such as opportunities, email, or service requests to agents based on your business rules and the agents' skills, product expertise, language skills, availability, workload, and other criteria. You can change the rules as your business requirements change.
• Siebel Universal Queuing (optional). Can assign, route, and queue work items from multiple channels. Siebel Universal Queuing tracks customer interactions (email, telephone calls, Web collaboration, and so on), agent states, and channel states, and determines the way to route and assign work items using a combination of channel type, skill type, and agent availability. Agents can access communications channels by using the communications toolbar.

  Using the communications toolbar, Siebel Universal Queuing allows agents to work on a combination of call center channels such as inbound and outbound calls, faxes, pages, and email, prioritizing each communication by volume and service level.

• Custom routing and queuing. You can design and program your own routing and queuing using Siebel Business Process Designer.

See Tables and Reference for a comparison chart that describes various routing and queuing methods and their advantages and disadvantages. For additional information about Siebel Email Response routing and queuing requirements, see Revising, Testing, and Activating Workflow Processes and Implementing Routing and Queuing Processes.