Precision Queues in Cisco Contact Center solutions allow callers to reach agents based on attributes
and proficiency ratings rather than just the skill group membership. The key differentiator is:
B. The Weight of the attribute: Precision Queues evaluate the attributes assigned to agents, such as
language proficiency or product knowledge, along with their weights. Callers are then matched to
agents based on these weighted attributes, allowing for more granified routing decisions compared
to traditional skill group-based routing.
Reference: Cisco documentation on Contact Center routing and agent configuration explains the
functionality of Precision Queues, including how attributes and their weights are used to match
callers with the most suitable agents.
