Webex Engage facilitates context-based routing of chats to the right team and the right agent using routing attributes. Two types of routing attributes can be configured on Webex Engage, i.e., User Attributes and Chat Attributes.

User Attributes

User attributes can be used to logically group agents into skills. These skills can be further used in the intelligent routing rules to assign chats to agents. When a chat is assigned to a skill, any agent mapped to that skill can receive the chat based on the thresholds set for each agent profile.

Adding a User Attribute

Follow these steps to add a user attribute:

1. Navigate to Admin Console > Routing Attributes > Use Attributes.

2. Click Add an Attribute. The following pop-up window appears.

3. Enter Name, select Type from the drop-down list, and enter the Description.
4. Click Add.

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Note:

The user attributes work in key-value pairs on Webex Engage. Once the keys are configured using the above steps, each agent profile should be individually mapped to these attributes by providing values against these keys in the Edit Profile page.

Chat Attributes

Chat attributes can be used to provide additional contextual information about the chat while creating a chat using Webex Engage APIs. These attributes can then be used as conditions within the intelligent routing rules to assign the chat to the right agent or team.

Adding a Chat Attribute

Follow these steps to add a chat attribute:

1. Navigate to Admin Console > Routing Attributes > Chat Attributes.

2. Click Add an Attribute. The following pop-up window appears .

3. Enter Name, select Type from the drop-down list, and enter the Description.
4. Click Add .

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Note:

The chat attributes work in key-value pairs on Webex Engage. Once the keys are added by following the above steps, these keys can be used to pass appropriate values while creating a chat using Webex Engage APIs. Further, these keys will be available in the intelligent routing section to create rules. Based on the values passed in the API call and the rules set within the intelligent routing section, any chat that satisfies the conditions will be routed as per the configured rules.

Edit User/Chat Attribute

To edit a user/chat attribute, click Edit icon in the actions column of a specific user/chat attribute. Edit the required fields. Click Update. The success message appears on the screen.

Delete User/Chat Attribute

To delete a user/chat attribute, click Delete icon in the actions column of a specific user/chat attribute. A confirmation message appears on the screen. Click Yes. The success message appears on the screen.