What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?

Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agents that handle security-related issues have complained that case records are being routed to them incorrectly.

What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?
A . Open the relevant record being routed.
B . Debug Omni-Channel routing from Setup.
C . Open the Omni-Channel Supervisor tab.

View Answer

Answer: C

Explanation:

To validate that Omni-Channel routing is functioning correctly, especially when agents report incorrect case routing, the first step should be to open the Omni-Channel Supervisor tab. This tool provides real-time visibility into the routing and handling of work items, allowing consultants to monitor and troubleshoot routing configurations and ensure that cases are directed to the appropriate agents based on predefined criteria.