Table 3. Routing and Queueing Methods Comparison
Routing Method or Product |
|
|
Manual routing |
|
- 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.
|