Comparison of Routing and Queueing Methods

The following table shows the advantages and disadvantages of each routing and queueing method.

Routing Method or Product	Advantages	Disadvantages
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.