Manual routing

• Simple.

• Slow. A user must manually assign each email to an agent.
• A user must be dedicated to the routing process.

Custom routing and queueing

• Meets precise business requirements.
• Can accommodate more complex business processes and hierarchies.
• Other possible advantages vary according to the specific solution.

• Takes time to design and program.
• Other possible disadvantages vary according to the specific solution.

Siebel Assignment Manager

• Skills-based routing.
• Workload-based routing.
• Rule maintenance in graphical user interface. No programming is required.

• No real-time notification using the communications toolbar.
• No blending of inbound communications in different channels.