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Siebel Universal Queuing manages the agent availability state for the agents logged into the routing engine so that work items can be assigned to agents that are available. As an agent's availability is changed by the routing engine, the new state is sent back to Siebel Communications Server and the communications toolbar is updated to reflect the new state.
Siebel Universal Queuing supports two alternative approaches to implementing sequential assignment, which is a way of configuring Siebel Universal Queuing that limits an agent to handling one inbound work item at a time. The work items—across channels—are assigned sequentially. The two approaches, which are not mutually exclusive, are:
For more information about these two methods, see Configuring Sequential Assignment.
|Siebel Universal Queuing Administration Guide|