What does Precision Routing use to determine if an agent is part of its pool?

The correct answer is B. Attributes. Precision Routing in Cisco Contact Center Enterprise (CCE) uses B. Attributes to determine if an agent is part of its pool. Attributes can include various criteria such as language skills, product knowledge, or any other definable characteristic relevant to call routing. This…

Configure Call Flow and Agent Workflow

Question

Options

ASkills
BAttributes
CExpressions
DTeams

How the community answered

(55 responses)

A
2% (1)
B
93% (51)
C
2% (1)
D
4% (2)

Explanation

Precision Routing in Cisco Contact Center Enterprise (CCE) uses B. Attributes to determine if an agent is part of its pool. Attributes can include various criteria such as language skills, product knowledge, or any other definable characteristic relevant to call routing. This allows for more granular and flexible routing decisions compared to traditional skill-based routing.

Topics

#precision routing#attributes#agent pool#routing criteria

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