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Siebel Universal Queuing Elements
This section gives an overview of the elements that you need to understand before you begin to configure and use Siebel Universal Queuing:
- Work items
- Configurations
- Channels and channel types
- Employee skill definitions and expertise
- Simultaneous sessions
- Routes, route properties, and escalations
- Real-time and historical statistics
- Alarms and errors
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Siebel Universal Queuing Administration Guide Published: 18 April 2003 |