Advanced CCE Scripting with Precision Routing

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2 Advanced CCE Scripting with Precision Routing Vikram Chhabra Product Manager

3 Agenda Precision Routing Basic Facts & Vision Precision Routing Overview Configuration & Scripting Reporting with Precision Queues Best Practices Customer Use Cases Migrating to Precision Queues 3

4 Basic Facts and Vision

5 Precision Routing: Basic Facts Multi-dimensional routing built on proficiency based Agent attributes Available starting with UCCE 9.0 (Shipped June 2012) Co-exists with Skills-based Routing 5

6 Precision Routing: Vision Let me report on it Make it easy to use New Web 2.0 Interface 13 New / Updated CUIC Reports Let me integrate to it Open REST APIs 6

7 Precision Routing Overview

8 Traditional Skills-Based Routing 8

9 Unlocking Expertise Creates Multiple Skills Groups 9

10 Unlocking Expertise Creates Multiple Skills Groups 10

11 Unlocking Expertise and Aptitude Creates Multiplying Skills Groups JENNIFER SAMANTHA JOHN z zzzzzzzzzzz 11

12 Precision Routing 12

13 Assigning Expertise and Aptitude to Agents JENNIFER SAMANTHA JOHN 13

14 Precision Routing Overview CUSTOMER Agent expertise and aptitude defines the step STEP 1 API SEEKING MATCH BEST FOUND MATCH RYAN SABRINA SAMANTHA TYRONE JOHNSTON Your Hello call this is is important Tyrone, to how us please may I help hold. you? JENNIFER TYRONE 14

15 Precision Routing Overview CUSTOMER If no match is found in Step 1, move to Step 2 STEP 1 API SEEKING NO MATCH BEST FOUND MATCH RYAN SABRINA SAMANTHA Your call is important to us please hold. JENNIFER TYRONE 15

Precision Routing Overview API SEEKING MATCH GOOD FOUND MATCH CUSTOMER Each step allows the system to expand the agent search pool RYAN SABRINA SAMANTHA

16 Precision Routing Overview API SEEKING MATCH GOOD FOUND MATCH CUSTOMER Each step allows the system to expand the agent search pool RYAN SABRINA SAMANTHA JENNIFER STEP 2 TYRONE ADRIANA JOHN ANTHONY Your Hello call this is is important Anna, to how us please may I help hold. you? ANNA BOREGA JAMES ANNA PRIA SUSAN 16

17 Precision Routing Overview CUSTOMER API SEEKING NO MATCH GOOD FOUND MATCH If no match is found in Step 2, move to Step 3 RYAN SABRINA SAMANTHA JENNIFER STEP 2 TYRONE ADRIANA JOHN ANTHONY Your call is important to us please hold. JAMES ANNA PRIA SUSAN 17

18 Precision Routing Overview API SEEKING MATCH ADEQUATE FOUND MATCH CUSTOMER Each step maintains information at each level for real-time and historical reporting RYAN SABRINA SAMANTHA JENNIFER HOWARD STEP 3 TYRONE ADRIANA JOHN ANTHONY MARIA GONZALES GWEN JAMES ANNA PRIA SUSAN HELEN Your Hello call this is is important Maria, to how us please may I help hold. you? JORGE MIRASOL ALISON BIANCA MARIA BEN DAVID GRETEL AIESHA JAYSON 18

19 Configuration & Scripting

20 Precision Routing: New Terminology Attributes - Objects to define agent characteristics and expertise with values Precision Queue (PQ) Multi-dimensional and multi-step queue made up of Steps Steps Set of criteria to escalate or grow/shrink agent pool Terms/Step Criteria Conditions based on attributes that determine the agent pool within each step Wait Time Configurable input which specifies how long to wait at a step for an available agent matching Step criteria 20

21 Precision Routing: New Terminology Sample Precision Queue (PQ): Terms / Step Criteria Wait Time Attributes 21

Precision Routing: Configuration Overview 1 3 1.

22 Precision Routing: Configuration Overview Create Attributes 2. Assign Attributes and Proficiency to Agents 3. Create Precision Queues based on Attributes 4. Invoke Precision Queues via call scripts

23 Configuration Overview: Attribute Creation Two Data Types Available: Proficiency 1-10 Rating Used for quantifying agent s expertise (or lack of) in that attribute Boolean: True or False Used to indicate an exists or not condition. (i.e., Certified, Location, etc.) 23

24 Configuration Overview: Attribute Assignment Attribute Assignment: Can assign many attributes to an agent at once (50 max) Agent can inherit default value or have a specific proficiency assigned 24

25 Configuration Overview: PQ Creation Basic Info PQ Creation Basic Information: Service Level Type & Threshold (similar to SkillGroup configuration) Agent Ordering: Most Skilled Agent Least Skilled Agent Longest Agent Available 25

Configuration Overview: PQ Creation Steps PQ Steps Create Step criteria based on Attributes using Step Builder interface Wait Time per Step indicates how long the call waits for an available agent

26 Configuration Overview: PQ Creation Steps PQ Steps Create Step criteria based on Attributes using Step Builder interface Wait Time per Step indicates how long the call waits for an available agent that matches criteria Consider If Determines whether to execute step based on formula evaluated at runtime (i.e., Caller Variables, # Logged on Agents, etc.) Wait Time / Consider If are optional and not available on last Step of PQ 26

Scripting Overview: New Precision Queue Node Script Editor Precision Queue node - New node to specify PQ Invoke PQs either: Statically Specify the exact PQ Dynamically Calls a PQ

27 Scripting Overview: New Precision Queue Node Script Editor Precision Queue node - New node to specify PQ Invoke PQs either: Statically Specify the exact PQ Dynamically Calls a PQ based on formula evaluated at runtime Can apply IVR/external treatment while the call is progressing within a PQ New - Dynamic Call Type feature (independent of Precision Routing 27

28 Precision Routing: 9.0 System Boundaries Limit Maximum Precision Queues / System 2,000 Attributes / System 10,000 Steps / PQ 10 Steps / System 5,000 Distinct Attributes / PQ 5 Attributes / Agent 50 Queues / Agent (Precision Queues or SkillGroups combined) 50 (Any combination of PQs and SkillGroups) 28

29 Reporting with Precision Queues

30 Reporting New Reports New Reports for Precision Routing Name Type Description Precision Queue Real Time Real Time Precision Queue real time metrics Precision Queue 10-Step Real Time Real Time Precision Queue real time metrics per Step Agent Precision Queue Membership Real Time Agent s current Precision Queue membership Precision Queue Interval Historical Precision Queue historical metrics Precision Queue Efficiency Historical Precision Queue Performance by Step 30

31 Precision Queue Real Time New CUIC template to report on Precision Queue real time metrics (analogous to Skill Groups Real Time) 31

32 Precision Queue 10 Step Real Time New CUIC template to report on Precision Queue real time info per Step 32

33 Agent Precision Queue Membership New CUIC template that displays Agent s Precision Queues and its attributes 33

34 Precision Queue Interval All Fields New CUIC template to report on Precision Queue historical metrics (analogous to Skill Groups Interval) 34

35 Precision Queue Efficiency New CUIC template that displays Precision Queue performance by Step 35

36 Updates to Existing Reports Agent Real Time Agent Team Real Time Agent Queue Interval Call Type Queue Reports modified to combine PQ/Skill Group in one column and to show PQ Attributes (example shown below) 36

37 Best Practices

38 Best Practices Call Classification Mapping to attributes, proficiency, and priority Understand Agent Expertize Working with Proficiency Managing Agent Proficiency Precision Queue Strategy Reskilling, Revisited Agent Fairness Backup Resource Activation Maintaining SLA Multi-dimensional Routing 38

39 Customer Needs and Agent Qualifications In a traditional Skills Based Routing environment, customer needs and agent qualifications were both represented by Skill Groups Precision Routing changes this paradigm: Customer needs are represented by the Precision Queue that is selected Agent qualifications are represented by Attributes Precision Queue selects the agent attributes required for the caller 39

40 Understanding Call Classification Language Service Selection Status Booked Through Other Res. Loyalty Recent History English New Reservation In-route Web site Hotel Standard Neutral/good Spanish Existing Reservation Not Inroute Phone Car Gold Negative event Award Reservation Travel agent Platinum Lost Baggage 40

41 Understanding Call Classification Language Service Selection Status Booked Through Other Res. Loyalty Recent History English New Reservation In-route Web site Hotel Standard Neutral/good Spanish Existing Reservation Not Inroute Phone Car Gold Negative event Award Reservation Travel agent Platinum Lost Baggage These criteria have a direct impact on agent required expertise, therefore they should be mapped to agent attributes 41

42 Understanding Call Classification Language Service Selection Status Booked Through Other Res. Loyalty Recent History English New Reservation In-route Web site Hotel Standard Neutral/good Spanish Existing Reservation Not Inroute Phone Car Gold Negative event Award Reservation Travel agent Platinum Lost Baggage These criteria have a direct impact on agent level of expertise, therefore they should be mapped to agent attribute proficiency 42

43 Understanding Call Classification Language Service Selection Status Booked Through Other Res. Loyalty Recent History English New Reservation In-route Web site Hotel Standard Neutral/good Spanish Existing Reservation Not Inroute Phone Car Gold Negative event Award Reservation Travel agent Platinum Lost Baggage This criterion does not impact agent expertise needs, but impacts call routing priority 43

44 Understanding Agent Expertise Agents must be configured with at least one attribute from each column Agents may be configured with more than one attribute from each column Language Service Booked Other Res. Attribute Proficiency Through English Reservation Web site Hotel Spanish Award Phone Air Lost Baggage Travel agent 44

45 Precision Routing Caller Needs Language Service Selection Status Booked Through Other Res. Loyalty Recent History English New Reservation In-route Web site Hotel Standard Neutral/good Spanish Existing Reservation Not In-route Phone Car Gold Negative event Award Reservation Travel agent Platinum Lost Baggage Agent Expertise Language Service Booked Through Other Res. Attribute Proficiency English Reservation Web site Hotel Spanish Award Phone Air Lost Baggage Travel agent Optimal match 45

46 Strategies Map to Operating Conditions Agent Surplus Select the most appropriate agent to handle an incoming call Distribute calls fairly among agents Defer work based on business requirements Call Surplus Select the most appropriate call to be handled by the next available agent Prioritize the right calls without overpenalized lower priority work Defer work based on business requirements 46

47 Dealing with Agents with Different Levels of Expertise (Proficiency) How do I assign work to my most proficient agents? How can less proficient agents support a specific customer profile? How do I know how many calls are answered by the right group of agents? 47

48 Proficiency Looking at Resources Attribute John L. Senior agent Expert in NewTablet NewTablet 7 Proficiency Attribute Paul M. 1 year experience Taking NewTablet calls for a few weeks NewTablet 5 Proficiency Attribute Ringo S. New hire Just trained in NewTablet NewTablet 3 Proficiency Best Practices: 1. Be consistent with proficiency levels 2. Minimize the number of different proficiency levels 3. Leave room bellow, between and above proficiency levels to accommodate future business requirements 48

49 Proficiency Precision Queue Strategy NewTablet (Option 1) Most Skilled Agent may burn out best agents Agent Order: Most Skilled Agent Step: Criteria Wait (sec) Consider if: 1 NewTablet>=0 NA Summary reports do not differentiate proficiencies used to answer calls (but TCDs do) NewTablet (Option 2) Agent Order: Longest Agent Available Step: Criteria Wait (sec) Consider if: 1 NewTablet>=5 0 2 NewTablet>=0 NA Preferred option! Longest Available Agent ensures equitable call distribution when multiple agent proficiency tiers meet the criteria (e.g., proficiencies 5 and 7 are equally likely to take a call on step 1) Summary reports available for each step Best Practices: 1. Leverage multiple steps for granular reporting 2. Be careful with Most Skilled Agent and agent burn-out 49

0 PQ_Support 1 45 0 23 2:20 2 59 0 45 3:55 3 98 30 0 0 Perfect match being achieved for PQ_Sales, no

50 Proficiency Outcome Solution Precision Precision Queue Step Agents Logged In Agents Available Precision Queue 10 Step Real Time Call In Queue Longest Call in Queue PQ_Sales PQ_Support : : Perfect match being achieved for PQ_Sales, no calls sent to step 2 PQ_Support in overload conditions, less desirable agents being used to handle extra volume 50

51 Be Careful with Any-to-Any VIP_Callers Step: Criteria 1 NewTablet>=5 2 NewTablet>=0 Regular_Callers Step: Criteria 1 NewTablet<5 2 NewTablet>=0 Junior agents backing up senior agents handling VIP Callers Senior agents backing up junior agents handling regular callers Danger: In overloaded conditions, any caller will be handled by any agent neutralizing the precision goals Solutions: One way backup (e.g., senior agents do not back junior agents) Checking for senior agent availability before queuing regular callers 51

52 A Different Way to Look at Reskilling How do I add or remove agents from a Precision Queue? Does agent reskilling work the same way with Precision Routing? How can I be proactive instead of reactive? 52

53 Reskilling, Revisited Traditional Approach: Internal Focused Agents are re-configured with new Skills to address queue needs Reactive No ability to track direct impact of reskilling on a queue Manual, error prone Skill(s): Sales reskilling Skill(s): Sales, Support New Alternative: Customer Focused Precision Queue dynamically changed to increase/decrease agent pool that is eligible to serve calls No changes to agent configuration Reactive or proactive Manual or automated Easy tracking of performance impact NewTablet Step: Criteria NewTablet 1 NewTablet>=5 Step: Criteria 1 NewTablet>=0 53

54 Agent Fairness How do I make sure my best agents are not burned out for taking too many calls? How do I send enough calls to my less proficient agent to give them opportunity to learn? How do I track that occupancy of my different agent proficiency tiers? 54

Proficiencies and Agent Fairness Issue NewTablet Agent Order: Longest Agent Available

(no queue) environments, the most proficient agent takes all calls while the less

1 year experience Taking NewTablet calls for a few weeks Ringo S.

55 Proficiencies and Agent Fairness Issue NewTablet Agent Order: Longest Agent Available Step Criteria Wait (sec) Consider if: 1 NewTablet>=5 0 2 NewTablet>=0 NA In agent surplus (no queue) environments, the most proficient agent takes all calls while the less proficient stay idle John L. Senior agent Expert in NewTablet Paul M. 1 year experience Taking NewTablet calls for a few weeks Ringo S. New hire Just trained in NewTablet Idle! Attribute Proficiency Attribute Proficiency Attribute Proficiency NewTablet 7 NewTablet 5 NewTablet 3 55

56 Agent Fairness Issue PQ_Sales Calls Handled Step 2: 0 calls Step 1: 412 calls 56

S. New hire Just trained in NewTablet NewTablet 3

57 Agent Fairness Strategies Strategy 1: Assign higher proficiency for the agent s other attributes Attribute Ringo S. New hire Just trained in NewTablet NewTablet 3 GeneralQuestions 7 Proficiency Ringo now stays busy handling General Questions 57

Agent Fairness Strategies Strategy 2: Assign an availability threshold for proficient agents NewTablet (Option 2) Agent Order: Longest Agent Available Step: Criteria Wait (sec) Consider if: 1

58 Agent Fairness Strategies Strategy 2: Assign an availability threshold for proficient agents NewTablet (Option 2) Agent Order: Longest Agent Available Step: Criteria Wait (sec) Consider if: 1 NewTablet>=5 0 Availability > 80% 2 NewTablet>=0 NA If more than 80% of agents in Step 1 are taking calls, consider less proficient agents Availability formula could be Step1.Available/Step1.LoggedIn 58

Agent Fairness Strategy Outcome Solution Precision Precision Queue Step 1 Step 2 Precision Queue 10 Step Real Time Offered Skipped Answered

59 Agent Fairness Strategy Outcome Solution Precision Precision Queue Step 1 Step 2 Precision Queue 10 Step Real Time Offered Skipped Answered Abandoned Overflow Offered Skipped Answered Abandoned Overflow PQ_Sales Calls skip Step 1 to improve agent fairness 59

60 Backup Resource Activation How can I proactively leverage other agents in order to meet my service levels? How can I make sure backup agents are only used when they are really needed? How do I keep reports consistent while backup agents move in and out of queue eligibility? 60

61 Why Backup Agents? Callers in Queue Backup agent focuses on other types of work or calls while service levels are being met Service Level Ok Busy! Busy! Available Agents serving the Precision Queue 61

62 Why Backup Agents? Callers in Queue Backup agent pulled in to help serve calls in queue when service level threshold is exceeded Service Level Exceeded Busy! Busy! Agents serving the Precision Queue Busy! 62

Backup Agents Looking at Resources Attribute John L.

NewTablet 5 Proficiency Attribute George H.

center calls if/when needed NewTablet 2 Proficiency Backup Agent can

63 Backup Agents Looking at Resources Attribute John L. Senior agent Expert in NewTablet NewTablet 7 Proficiency Attribute Paul M. One year experience Have been taking NewTablet calls for a few weeks NewTablet 5 Proficiency Attribute George H. Performs back-office work during normal operations Takes contact center calls if/when needed NewTablet 2 Proficiency Backup Agent can be configured with either: Lower proficiency than active agents (NewTablet==2) Higher proficiency than active agents (NewTablet==8) Different attribute (e.g. IsBackup == True) 63

Backup Agents Precision Queue Strategy NewTablet Agent Order: Longest Agent Available Step: Criteria Wait (sec) Consider if: 1 NewTablet>=3 40 2 NewTablet>=0 NA Strategy allows for backup agents

64 Backup Agents Precision Queue Strategy NewTablet Agent Order: Longest Agent Available Step: Criteria Wait (sec) Consider if: 1 NewTablet>= NewTablet>=0 NA Strategy allows for backup agents (included in Step 2) to continue to be idle while calls are in queue in Step 1 Backup agents only take calls when Service Levels are being exceeded Optional: CustomMED<40sec Optional custom MED calculation can engage backup agents before Service Level is exceeded Custom MED takes into consideration probable queue time if only Step 1 agents were considered MED calculations may not be very precise in some environments, and may have to be avoided (wait time should be used instead) Best Practices: 1. Use Backup Agent strategies when you want to prevent some agents from taking calls at the first sign of a queue 2. Tune the service level objective to a realistic goal 3. Pay special 2013 attention Cisco and/or its affiliates. to MED All rights accuracy, reserved. or avoid using it 64

65 Backup Agents Outcome Solution Precision Precision Queue Step Agents Agents Precision Queue Logged 10 Step In Real Available Time Call In Queue PQ_Sales : Longest Call in Queue Calls are stay in queue on Step 1 even though agents are available on Step 2 65

66 Multi-Language (Multiple Dimensional Routing) How do I segment callers and agents based on the language they speak? How to account for both language proficiency and product proficiency? 66

67 Multi-Language Looking at Resources John L. Paul M. Ringo S. Attribute Proficiency NewTablet 7 English 7 Attribute Proficiency NewTablet 5 English 7 Spanish 5 Attribute Proficiency NewTablet 3 English 7 Spanish 7 67

68 Precision Queue Selection Best Practices: Name Precision Queues using attribute concatenation strategies (e.g. Sales_NewTablet_Spanish) 68

Precision Queue Strategy NewTablet_Spanish Agent Order: Longest Agent Available Step: Criteria Wait (sec) Consider if: 1 NewTablet>=5 and Spanish>=7 0 2 NewTablet>=0

skips Step1 because no staffed agents meet the criteria Step 2 delivers calls to Ringo, if available If Ringo is not available, Step 3 delivers the call to Paul

69 Precision Queue Strategy NewTablet_Spanish Agent Order: Longest Agent Available Step: Criteria Wait (sec) Consider if: 1 NewTablet>=5 and Spanish>=7 0 2 NewTablet>=0 and Spanish>=7 0 3 NewTablet>=0 and Spanish>=3 NA Best Practices: Keep the number of steps to a minimum by avoiding multi-step relaxation of the same attribute System skips Step1 because no staffed agents meet the criteria Step 2 delivers calls to Ringo, if available If Ringo is not available, Step 3 delivers the call to Paul Attribute Proficiency Attribute Proficiency Attribute Proficiency NewTablet 7 NewTablet 5 NewTablet 3 English 7 English 7 English 7 Spanish 5 Spanish 7 John L. Paul M. Ringo S. 69

70 Customer Use Cases

71 Use Cases 1. Planning for Emergency Response 2. Reserving Top Agents for Top customers 3. Simplifying Scripts with Precision Queue and Dynamic Nodes 4. Enabling Business to Respond Faster 5. Enabling Agents to Switch Queues to Respond to Business 6. 3 rd Party Integration via PQ API 7. Automatic Agent Reskilling Agents Not Performing Well 71

72 Case #1: Planning for Large-scale Emergency Response Reserve Step 1 for Large-scale Emergency situation (like hurricane) by using a dedicated attribute General_Nurseline_PQ Agent Order: Longest Agent Available Step: Criteria Wait (sec) Consider if: 1 EmergencyHelper == True 0 StateOfEmergency (global variable set to False by default) 2 Nurseline==True & PNP==False 40 3 Nurseline==True & PNP==True NA During Emergency, set value of StateOfEmergency = True, which will pull all EmergencyHelper agents in this step else this step will always be skipped Mary Alan Jessica Attribute Proficiency Attribute Proficiency Attribute Proficiency Sales 7 Billing True Nurseline True MedicalSupplies 5 Claims True PNP False EmergencyHelper True EmergencyHelper True EmergencyHelper True 72

73 Case #2: Reserving Top Agents for Top Customers GOLD Customer Bronze Customer Retention Precision Queue: Step Consider If Agents Step 1 Customer is GOLD Step 2 Any customer 73

Case #3: Simplifying Scripts with Precision Queue (PQ) and Dynamic Nodes Requirement: Set a unique Call Type based on call attributes Requirement: Allow 10 levels of proficiency with multiple

74 Case #3: Simplifying Scripts with Precision Queue (PQ) and Dynamic Nodes Requirement: Set a unique Call Type based on call attributes Requirement: Allow 10 levels of proficiency with multiple attributes, and agents from all peripherals Problem: Needed 2 nodes per attribute, creates too many nodes to maintain Problem: Needed a Skill Group per attribute combination per proficiency per peripheral Solution: Use the new Dynamic Call Type node feature to replace all of the IF.. then CT nodes with a single Dynamic Call Type node Solution: Use a single PQ node to consolidate all proficiency and peripheral Skill Group to one PQ. Use Dynamic Node to consolidate all attribute combination PQs to one node. 74

75 Case #4: Enabling Business to Respond Faster IT manages Script Controlled access to Business Unit Less burden on IT Business Unit manages PQ React faster to business changes No need for IT tickets 75

76 Case #5: Enabling Agents to Switch Queues John working on NewTablet sales John L. Senior agent Can handle both sales and support of NewTablet John toggles Support attribute value from False to True John working on NewTablet Support John L. Senior agent Can handle both sales and support of NewTablet Attribute NewTablet 7 Support Proficiency False NewTablet_Sales_PQ Step: Criteria 1 NewTablet>=3 AND Support == False Agent Desktop has custom control to toggle value of their Support attribute. Toggle button disabled if agent doesn t have Support attribute. Attribute NewTablet 7 Support Proficiency True NewTablet_Support_PQ Step: Criteria 1 NewTablet>=5 AND Support == True 76

77 Case #6: 3 rd Party Integration via API Mary English Auto Insurance Sales Auto Insurance Certification Exam HR Database Precision Queue API Mary s Attributes Fluent in English Cert. to sell Home Ins. Cert. to sell Auto Ins. Fluent in English Cert. to sell Auto Ins. 77

78 Case #7: Automatic Reskilling Agents Not Performing Well Jennifer Precision Queue: Step Agents Step 1 Post Call Survey Step 2 78

79 Migration to Precision Queues

80 Migrating to Precision Routing Designed for a smooth migration process: Agents can exist in both Skill Groups and Precision Queues Gradually migrate agents to Precision Routing by assigning a few attributes at a time Queue calls to any combination of Precision Queues and Skill Groups Pilot by allocating a certain percentage of calls to Precision Queues Existing reports updated to show both Precision Queue & Skill Group information Easily compare Precision Queue & Skill Group metrics using familiar CUIC templates 80

Summary Precision Routing is the preferred way to configure UCCE More than an optional feature Addresses Skills Based Routing limitations (proficiencies, PG dependencies) Precision Routing can be

81 Summary Precision Routing is the preferred way to configure UCCE More than an optional feature Addresses Skills Based Routing limitations (proficiencies, PG dependencies) Precision Routing can be used for any customer scenario Simple or complex Small or large Precision Routing is simpler to configure and manage Intuitive user interface Rich Web 2.0 REST API Precision Routing enriches Cisco s value proposition by providing new ways to address business problems 81

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Precision Routing. Capabilities. Precision Queues. Capabilities, page 1 Initial setup, page 5

Precision Routing. Capabilities. Precision Queues. Capabilities, page 1 Initial setup, page 5 Capabilities, page 1 Initial setup, page 5 Capabilities Precision Queues Precision routing offers a multidimensional alternative to skill group routing: using Unified CCE scripting, you can dynamically