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Siebel Workflow and Routing and Queueing Methods

You can use Siebel Workflow with routing and queueing products or methods to further automate your email interactions. Routing and queueing applications and methods assign incoming records to employees, positions, and organizations. For information about the routing and queueing methods as well as associated advantages and disadvantages, see Comparison of Routing and Queueing Methods. For more information about Siebel Email Response routing and queueing requirements, see About Implementing Routing and Queueing Processes.

Your company can manage your email processes by using Siebel Workflow with one of the following routing and queueing methods:

• Manual routing. A user must manually assign every work item as it is created. This method is the most labor-intensive.
• Siebel Assignment Manager (optional). Assignment Manager assigns inbound work items such as opportunities, email, or service requests to agents by using your business rules and agent skills, product expertise, language skills, availability, workload, and other criteria. You can change the rules as your business requirements change.
• Custom routing and queueing. You can implement a custom routing and queueing solution, such as a solution using third-party products.