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Siebel Workflow and Routing and Queuing Methods

You use Siebel Workflow 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 Workflow with one of the following routing and queuing methods:

• Manual routing. A user must manually assign every work item as it is created. This method is the most labor-intensive.
• Siebel Assignment Manager (optional). Assignment Manager assigns inbound work items such as opportunities, email, or service requests to agents based on your business rules and agent skills, product expertise, language skills, availability, workload, and other criteria. You can change the rules as your business requirements change.
• Custom routing and queuing. You can implement a custom routing and queuing solution, such as one using third-party products.

For a comparison chart that describes the routing and queuing methods and associated advantages and disadvantages, see Routing and Queuing Methods Comparison Table. For additional information about Siebel Email Response routing and queuing requirements, see About Implementing Routing and Queuing Processes.