A client's call center agents have developed a strong personal relationship with their high-valued customers. The client wants to give these customers special treatment, so the client purchased…

A client's call center agents have developed a strong personal relationship with their high-valued customers. The client wants to give these customers special treatment, so the client purchased Business Advocate with Avaya Interaction Center (IC) 7.0. What must be considered when routing contacts to the specific call center agents? (Choose two.)