Assisted services uses attribute-based matching to assign work to available agents. An attribute is a piece of information that describes a customer's need, and you can assign matching attributes to agents. For example, when the attributes 'bank' and 'credit card' are assigned to an agent, the agent receives interactions related to bank credit cards. Interactions route to the Most Idle Agent (MIA) when agents are available. You can specify MIA for each interaction. Assisted services is applicable for digital channels.

For more information on assisted services, see Assisted services overview.