Precision Queues

Using Unified Contact Center Enterprise (UCCE) scripting, the Cisco Precision Routing feature allows Precision Queues to dynamically map contact center callers to an agent that best matches their needs. Attributes define the skills of each agent and create the criteria within Precision Queues to appropriately direct calls.

During a customer deployment, Cisco Contact Center Enterprise (CCE) defines Precision Queues, Precision Queue steps, and attribute definitions. The Precision Queues tool allows Humanify Portal users to view these predefined Precision Queues, Precision Queue steps, attribute definitions, and the number of agents meeting the specified criteria for each.

The Precision Queues page also includes an Attributes Assignment page. Here, users can assign or remove assigned attributes for each agent.

Accessing the Precision Queues Page

1. Click to expand the Skills menu on the Humanify Portal navigation menu.
2. Select Precision Queues.

Accessing the Precision Queues Attributes Assignment Page

1. Click to expand the Skills menu to access the Attributes Assignment page.
2. Click to expand Precision Queues.
3. Select Attributes Assignment.

Additional Precision Queues Tool Topics

Listed below are additional topics related to the Precision Queues page:

• Precision Queues Features
• Attributes Assignment Features
• Assign or Remove Precision Queue Attributes for Agents
• Audit a Precision Queue
• Audit a Precision Queue Attribute Assignment