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Routing Email or a Message (Workflow Subprocess)

Email messages usually are routed to agents by setting the Owned By field in the Activity record, allowing an agent to see the message in their Inbound Item List view. New email messages and follow-up email messages are routed differently. Follow-up messages from a customer contain a thread ID, new messages do not. The routing and queuing methods you use to identify the correct agent are other Xfactors that determine how messages are routed. Figure 12 illustrates this process.

Figure 12.  Route Email (Route Message) subprocess
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  • New Message Routing. New messages do not have Thread IDs. Therefore, new messages are identified by the absence of a thread ID in the message. When a new message is found, the workflow checks to see which routing process is employed (Siebel Universal Queuing, Assignment Manager, custom routing and queuing, or manual routing) on the following process properties:
    Process Property
    Default Value

    Enable UQ


    When TRUE, UQ should be configured to route email messages.

    Enable Assignment Manager


    When TRUE, Assignment Manager should be configured to route email messages.

    NOTE:  Only one routing process property should be assigned a value of TRUE or the workflow might not work properly.

    If both Enable UQ and Enable Assignment Manager process properties are set to FALSE, agents have to manually route each message.

    • Universal Queuing. If the Enable UQ Process Property is TRUE, Siebel Universal Queuing routes the message to the appropriate agent or queue, based on the channel, routing, and escalation criteria you define.

      UQ routes new messages based on a prioritized list of the incoming email channels. For each email channel defined, there might be one or many corresponding routing and escalation rules that route the message based on a fully configurable range of criteria, including message category, message language, and employee skill.

    • Assignment Manager. If the Enable Assignment Manager Process Property is TRUE, Siebel Assignment Manager assigns messages to the appropriate agent. Using assignment rules and criteria, Assignment Manager assigns specific activities to employees based on their skills, competencies, and other email assignment attributes. Assignment Manager can assign emails to employees dynamically, interactively, or by assigning a batch of emails to an agent.
    • Manual routing. Each new message must be manually routed to an agent.
  • Follow-up message routing. A follow-up message is an incoming email message containing a thread ID. By default, a follow-up message is routed to the agent who handled the original email message. For example, if Casey Cheng was routed the initial email message, the follow-up message will be routed to Casey Cheng if the thread ID is detected in the response from the customer. However, if the agent escalated the email message to a Service Request (SR) and assigned the SR to a different person, the message will be routed to the SR owner, not to the original email owner.
    • Universal Queuing. If the administrator has set the Enable UQ process property to TRUE, follow-up messages can be routed using UQ, although in a different way from new messages. For follow-up messages, we know to whom the message should be routed (the person who handled the initial message or the SR owner) and UQ notifies the agent using the communications toolbar. For new messages, UQ uses key skills to determine the agent who should receive the email message, and then displays the message to that agent.

      If the agent is not available then UQ can still find another agent who can handle the message.

    • Assignment Manager. If the initial agent is not available then Assignment Manager can route the email to another agent capable of handling the message based on the defined assignment criteria.
    • Manual routing. Each follow-up message must be manually routed to an agent.
Siebel Email Response Administration Guide