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:

• Highest priority interaction
  
• Longest current wait time
  
• Interaction with oldest age
  
• “What-if” wait time
  
• Highest risk factor in service objective, based on current wait time
  
• Highest risk factor in service objective, based on age of interaction
  
• 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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