Logical Queues and Physical Queues

PeopleSoft MultiChannel Framework enables the configuration of both logical and physical queues.

A logical queue is an application-level queue that receives work requests (tasks) relating to an application area, such as chat requests regarding sales information, and routes them to agents that are capable of handling the work. For example, you might configure a logical queue called SALES for sales inquiries and another called SUPPORT for support issues.

Logical queues can be partitioned into physical queues for scalability. A physical queue is managed by a single MCF cluster. For scalability, the tasks that are enqueued on a logical queue are distributed by the framework among all available physical queues. For example, the SALES queue could be serviced by four MCF clusters across four physical queues: SALES1, SALES2, SALES3, and SALES4.

Each agent can be assigned to only one physical queue within each logical queue. Each agent can be assigned to multiple logical queues.