Routing Attributes and Agent Groups

Terms

Agent Attribute: An agent skill or characteristic. A category used for routing or reporting purposes. Examples of agent attributes include language, location, and expertise.

Agent Group: A data category that groups agent login accounts for chat routing. Agent groups normally exist within a business unit.

Business Rule: A software rule that defines the criteria and conditions for executing an action. These are defined by the client’s business practices.

Business Unit (BU): A data category used to define a subset of a client business such as sales, support, or finance.

Routing Attributes: Process where business rules target agents according to their attributes.

When to use routing attributes

Multiple Agent Groups	Agent Group with Routing Attributes
When the groups of agents have different properties (i.e. hours of operation, illegal word lists, etc.).	When the only differentiating factor between groups of agents can be represented as attributes.

Business rules route chats to agents

This list describes how business rules are used to route chats to agents.

• Business Unit: Specifies which Business Unit the target agent must belong to receive the chat.
  

• Agent Group: Specifies which Agent Group the target agent must belong to receive the chat.
  

• Routing Attributes: Specifies which attributes the target agent must possess to receive the chat.