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.
Add and Maintain Attributes
After you have created attributes, you can edit attribute assignments for multiple agents at once (see Edit Attributes for Multiple Agents).
In the List of Attributes window, click New. The New Attributes window has two tabs: General and Member.
Complete the following fields on the General tab:
To associate one or more agents to this attribute, click on the Agents tab, and then click New.
In the Add Agents window, click on one or more of the agents listed to add them to the List of Agents window. Once you are finished, close the window.
Set the attribute value as appropriate for each agent using the Attribute Value drop-down menus.