Attributes identify a call routing requirement, such as language, location, or agent expertise. Each precision queue can have up to 10 unique attributes, and these attributes can be used in multiple terms.
You can create two types of attributes: Boolean or proficiency. Use Boolean attributes to identify an agent attribute value as true or false. For example, you can create a Boston attribute specifying that the agent is located in Boston. Use proficiency attributes to establish a level of expertise in a range from 1 to 10, with 10 being the highest level of expertise. For example, a native speaker likely has a higher value for their language proficiency than a non-native speaker.
When you create a precision queue, you identify which attributes are parts of that queue and then implement the queue in scripts. When you assign new attributes to an agent, the attribute values automatically associate the agent with any precision queue with matching criteria.
Capabilities available with routing includes:
- Group/Queue based: Routes interactions to a group of employees that share a common profile
- Location-based: Selects employees that are located in a specific building, floor, city, country or other location-type.
- Service Level: Analyzes service levels to make real-time decisions on the most efficient routing path, balancing service levels across predefined queues
- Intent-based: Matches the customer’s intent (billing, address change, outage etc) with employees who have a skill that best matches the customer’s intent.
- Context-driven: Routes based on (a number of) customer attributes derived from additional information sources such as CRM applications, Case Management, Contact History etc. utilizing direct database access or web-services.
- Cost-based: Evaluates employee costs when deciding who is the best to handle customer requests. Especially when you are using multiple outsourcers, cost-based routing helps you reduce operational costs
- Last Agent: Assigns interactions to the employee who last handled a customer request. When you are looking to provide high-quality customer service, last-agent routing is a great way to delight your customers and improve operational efficiency.
- Schedule-based: Evaluates the workforce management schedule when deciding to route interactions, increasing schedule adherence and operational control