Siebel Universal Queuing Administration Guide > Overview of Siebel Universal Queuing >

Siebel Universal Queuing Elements

This section gives an overview of the elements that you need to understand before you begin to configure and use Siebel Universal Queuing:

• Work items
• Configurations
• Channels and channel types
• Employee skill definitions and expertise
• Simultaneous sessions
• Routes, route properties, and escalations
• Real-time and historical statistics
• Alarms and errors