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Routes, Route Properties, and Escalations

Work items are handled by Siebel Universal Queuing according to business logic expressed as routes. A route has these components:

• Route record
• Route properties (selection criteria)
• Escalation steps

Selection criteria consist of simple to complex statements that Siebel Universal Queuing evaluates based on the properties of a work item. If the work item characteristics match the selection criteria, the work item is routed based on the escalation steps. For more information, see Defining Routes, Route Properties, and Escalation Rules.

Escalation steps determine how a work item will be routed based on a set of skill definitions and wait times. Skill definitions are used to match a work item with an employee who holds the same skill criteria defined for handling the work item. The wait time determines how long a work item waits for an available employee in this escalation step before moving to the next escalation step. Each escalation step should generally become more liberal by including a larger pool of employees that can handle the work item.