PeopleSoft MultiChannel Framework Universal Queue

The universal queue accepts, evaluates, and distributes incoming task requests from multiple communication channels: email, web chat, and generic notifications.

The universal queue handles email, chat, and generic tasks. It distributes workload across the call center, or any other pool of qualified users, based on the priority of the task and the availability of agents possessing the required skill level and language skills. Availability is based on agent presence and the cost of the new task (a measure of the task's impact on agent capacity) against the current workload of each agent.

Agents can forward tasks to other agents or to another queue. The task is removed from the transferring agent's workload and added to the accepting agent's workload.

Email and generic tasks that are not closed before the agent signs out persist in the database. Persisted tasks are reassigned to the same agent that accepted the tasks when the agent signs in again. A task that is not accepted, within configurable time limits, by the agent to whom it was assigned is reassigned to another qualified agent, if one is available. Tasks that are not resolved within configurable time limits are automatically escalated. Tasks that cannot be assigned to or are not accepted by any agent within configurable time limits are moved to an overflow table.

Voice tasks (CTI) are not queued or routed by the universal queue. They take precedence over all other tasks. However, the queue server adds the cost of voice tasks to the agent workload calculations it uses to queue and assign incoming tasks.