Custom Routing and Queuing
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Meets precise business requirements.
Can accommodate more complex business processes and hierarchies.
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Takes time to design and program.
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Siebel Assignment Manager
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More powerful.
Skills-based routing.
Workload-based routing.
Rules maintenance in graphical user interface. No programming required.
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No real-time notification using the communications toolbar.
No blending of inbound communications across channels.
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Siebel Universal Queuing
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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.
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Must be purchased separately.
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