On Thursday, May 19th, 2022, we will release Attribute-based Routing. Now, you can specify how calls are routed and send the callers to the most qualified agent, through predefined attributes with different levels of proficiency.
The release includes the following:
- Attributes management: Attribute creation and management, including Agent assignment, with attributes individual selection and corresponding proficiency levels.
- Routing by attributes: Studio voice routing to Agents is now more flexible, by allowing attributes to be used for Agent filtering and sorting.
- Attributes API: Attribute management and Agent assignment available in Talkdesk public APIs.
How to use
Attribute-based Routing can be accessed by following the steps listed in our documentation.