Business-Priority Routing
Also known as BPR. Encompasses specialized selection criteria that Universal Routing Server (URS) can consider when it performs routing. You can route based on the following criteria:
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Highest priority interaction
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Longest current wait time
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Interaction with oldest age
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“What-if” wait time
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Highest risk factor in service objective, based on current wait time
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Highest risk factor in service objective, based on age of interaction
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Highest risk factor in service objective, based on predicted wait time
Important
Business-Priority Routing can be supported for any media with some restrictions on the use of the what-if time capability.
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This page was last edited on July 30, 2020, at 16:22.
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