Manual routing

Very simple.

Very slow: Each email must be manually assigned to an agent.

Requires a person dedicated to the routing process.

Custom Routing and Queuing

Meets precise business requirements.

Can accommodate more complex business processes and hierarchies.

Takes time to design and program.

Siebel Assignment Manager

More powerful.

Skills-based routing.

Workload-based routing.

Rules maintenance in graphical user interface. No programming required.

No real-time notification using the communications toolbar. No blending of inbound communications across channels.