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Real-Time and Historical Statistics

You can view statistics on the performance of employees, channels, and routes for specific time intervals. This is useful in helping you determine the most efficient deployment of your call center resources.

For more information on real-time statistics, see Viewing Real-Time Status Data.

Siebel Universal Queuing maintains activity journals for work items and employees. From these journals you can view historical data on routes and channels for a time period that you specify.

For more information on historical statistics, see Viewing Historical Data.

Siebel Universal Queuing Administration Guide