Attributes identify a call routing requirement, such as language, location, or agent expertise. 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 that specifies that the agent assigned to this attribute must be located in Boston. An agent in Boston would have Boston = True as the term for that attribute.
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 a Spanish language attribute, for example, a native speaker would have the attribute Proficiency = 10.
When you create a precision queue, you identify which attributes are part of that queue and then implement the queue in a script. When you assign a new attribute to an agent and the attribute value matches the precision queue criteria, the agent is automatically associated with the precision queue.
An attribute can be associated with more than one precision queue, from multiple Media Routing Domains.
Navigate toto configure attributes.
Administrators can see and manage attributes. Supervisors can configure attributes for their supervised agents on the Attributes tab of the Agents tool. Global supervisors see all attributes. Departmental supervisor see global attributes and attributes in their department
Add and Maintain Attributes
In the List of Attributes window, click New.
Complete the following fields on the General tab: