How does Precision Queue allow callers to reach an Agent that is different from Skill groups?

Precision Routing evaluates Boolean attributes assigned to agents. Each attribute carries a configurable Weight (1–10). When several qualified agents are found, the system sums the weights of the matched attributes and ranks agents accordingly, allowing callers to reach the most-suitable agent—a capability not available with traditional Skill Groups.

A. Number of handled calls is not considered by Precision Queue selection logic.
C. Total count of attributes does not influence agent ranking; only weighted matches do.
D. “Longest Available” is an optional secondary ordering method but is identical to the skill-group model and not the differentiator asked for.

1. Cisco Unified CCE Features Guide, Release 12.6, “Precision Routing – Agent Ordering,” p. 187-188.

2. Cisco Unified CCE 12.6 Design Guide, “Precision Attributes and Weighting,” Table 9-4.