Routing attributes are a bullseye routing method. They let you create and manage custom traits to narrow the pool of potential agents within the ACD skill
Used to automate delivery of interactions based on agent skills, abilities, and knowledge. For example, routing attributes could be languages an agent speaks. They could be state-issued licenses or product certifications that agents have.
You assign routing attributes directly to agents in their user profiles. You then configure them in Studio scripts to route interactions to those agents.
Classics, Inc., is going international. They are hiring agents who speak Spanish, German, French, and Italian. The administrator, Marguerite Blakeney, wants to route interactions to agents based on language. However, she wants to continue using her existing ACD skills.
Marguerite creates five routing attributes. She has one for each of the new languages and one for English. She assigns the attributes to the appropriate agents. Her Studio developer builds a routing script for her. It uses the REQAGENT action to assign the appropriate language when placing the interaction in queue. This helps ensure contacts reach an agent who can best help them.
If you use CXone WFM, review the documentation for your CXone WFM product before you set up bullseye routing. Determine the best practices and potential forecasting impacts of using bullseye routing with proficiency ranges, routing attributes, or both.
- If you use IEX WFM, review the Distribution Rules Guide.
- If you use CXone WFM, review the online help.
Key Facts About Routing Attributes
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You can use bullseye routing with routing attributes, with or without ACD skill proficiencies.
In the preceding example, Marguerite assigned languages using routing attributes. She also assigns skill proficiency
An expertise level that you can assign to an individual agent in an ACD skill. Proficiency levels can range from 1 to 20, with 1 being the highest level of proficiency.CXone ACD routes interactions to the available agent with the highest proficiency level in the ACD skill by default. based on the agent's knowledge for a particular ACD skill. This combination helps her ensure the best experience for Classics customers. - You can configure routing attributes in the Reqagent, UpdateContact, Queuevm, and Queuecallback Studio actions.
- You can assign multiple routing attributes to the same user.
- You can assign multiple users to the same routing attribute.
- If you're not in the controlled release group, your Studio script can only reference one routing attribute at a time.
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If you're in the controlled release group, your Studio script can reference multiple routing attributes at a time.
If you narrow your agent pool too far, your interactions could become stuck in queue with no matching agents to route to. To help avoid this, use no more than five attributes per routing action.
- You can have as many routing attributes in your business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment as you like, but no more than 100 can be active at one time.
- You cannot use routing attributes for digital Any channel, contact, or skill associated with Digital Experience. interactions.
- You cannot configure SLAs State that allows an agent to complete work requirements after finishing an interaction on routing attributes. This remains at the ACD skill level. However, you can combine ACD skills and attributes for routing in the same script.