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Siebel Universal Queuing Administration Guide > Using Siebel Universal Queuing > Creating Routes and Escalations > Defining Routes, Route Properties, and Escalation RulesWork items are handled according to business logic expressed as routing rules. A routing rule has these components:
A route is specific to a particular channel. However, a channel can have many routes. For example, an email channel could have a route for email messages directed to a technical support email address as well as a route for general email messages. However, each of these routes can only apply to a channel type of email. When creating routes, follow these guidelines:
Each route depends on the selection criteria defined in its route properties to evaluate work items for routing. A route property is a set of key-value pair criteria, which are compared to the work item's data property key-value pairs. When a new work item is sent to Siebel Universal Queuing, the routes and route properties for the applicable channel type are searched to find a route whose properties match the work item. The first route for which selection criteria key-value pairs match the key-value pairs of the work item becomes the selected route for that work item. Routes are selected only once—when the work item is introduced into the system. Every work item is associated with just one selected route. Each route has a Priority field. Routes are searched for a matching selection rule in priority order, from highest to lowest integer value. The priority determines the order in which routes are matched to work items, and the order in which work items are assigned to agents. If work items in two or more routes match an agent's skill profile, the work item with the highest priority is routed to the agent first. In the example above, where you have one email route for technical support and one email route for other inbound email messages, you might assign a priority of "10" to the technical support route and a priority of "2" to the general email route. An email addressed to support@yourcompany.com would actually match both routes. However, by setting the technical support route to a higher priority, this route will be matched to the email message first. The message will be routed to an agent who can handle technical support questions.
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Siebel Universal Queuing Administration Guide |