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Collaboration, Voice & AV · Advanced

Precision Routing

A UCCE routing method that matches calls to agents based on combinations of weighted attributes rather than fixed skill groups.

Definition

Precision routing defines attributes (boolean or proficiency) on agents and precision queues with steps that progressively relax requirements as wait time grows. This reduces the number of skill groups needed and improves matching. It is configured in the UCCE administration tools and used by routing scripts.

Example

A precision queue first seeks agents with Spanish and Mortgage proficiency 8, then relaxes to proficiency 5 after 60 seconds.

Exam tip

Precision queues use stepped expansion of criteria over time.

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