Avaya Experience Platform™ Public Cloud uses attributes to identify characteristics of an interaction. Assign attributes to agents to indicate that they are capable of handling interactions with those particular attributes. Some attributes can represent data about the interactions that are not relevant to matching but is used for reporting or agent handling. When you use attributes in conjunction with queues to route interactions you must ensure that you assign the required queues and attributes to the agents.
Examples of attributes include knowledge of a particular language or capability to work with particular customers. For example, when the attributes "French" and "VIP" are assigned to an agent that handles email, the agent with knowledge of written French that deals with important customers receives the email.
You can do the following with attributes:
Create and group similar attributes together under a category, so that these can be selected for assigning to agents. For example: Under the language category, you can create attributes such as English, German, and French.
Create multiple attributes for bulk provisioning.
Assign attributes to individual or bulk agents. You can also bulk assign attributes to a particular agent or an agent group. Alternately, you can unassign a particular attribute from an agent.
