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Configuring Sequential Assignment

As described in Agent Availability and Sequential Assignment, there are two ways of enabling sequential assignment for Siebel Universal Queuing:

  • Using the Wrap Enabled configuration parameter
  • Using sequential assignment as defined in the file callrouteA.def

The two sequential assignment options are ways of simplifying work-item handling for agents. Use Wrap Enabled = TRUE when agents need time to do wrap-up work after releasing a work item.

If you choose not to use either approach, then multiple work items may be assigned to an agent at once, subject to each channel's maximum number of simultaneous sessions.

Siebel Universal Queuing Administration Guide