Which Omni-Channel feature meets the requirements?

Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload.

Which Omni-Channel feature meets the requirements?
A . Use the most available routing model.
B . Use Most Cases Closed report.
C . Use the agents’ Presence Status.

View Answer

Answer: A

Explanation:

To assign cases based on agents’ product specialization and ensure even distribution of case workload, using Omni-Channel’s "Most Available" routing model is suitable. This model assigns work based on agents’ capacity and specialization, balancing the workload among agents while ensuring cases are matched with the appropriate expertise.