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 per interaction.

Assisted services also handle queuing in the contact center. If a resource is not immediately available to be assigned to an interaction, the interaction must be queued until a suitable resource becomes available. You can decide how the waiting interaction is matched when a resource becomes available. Interactions route to the Most Idle Agent (MIA). Avaya Experience Platform™ Public Cloud routes queued interactions based on greatest need when agents become available. You can specify greatest need per interaction.