What defines the topics that an agent can handle?

The most relevant consideration for defining the topics that an agent can handle is the categories of jobs assigned to the agent. This is because these categories typically outline the specific tasks or inquiries the agent is designed to address based on their training and role within the organization. By categorizing jobs, the organization ensures that agents are aligned with the type of information they need to provide or the services they should be able to deliver effectively.

When jobs are assigned to an agent, they often come with specifications or guidelines regarding the types of topics and issues the agent should be equipped to handle. This aligns the agent’s capabilities with the business needs and customer expectations, ensuring that agents are prepared to address relevant queries and tasks.

While an employee's area of expertise is important, it typically serves as a backdrop to the specific categories of jobs that dictate their responsibilities. The agent’s programming language is more about the technical foundation rather than the topical expertise. Customer feedback may inform improvements or adjustments over time but does not define the scope of what the agent can handle at a foundational level. Therefore, focusing on the assigned job categories provides a clearer framework for understanding the agent's capabilities.