Posted by: Pdfprep
Post Date: January 31, 2021
A company has these requirements for dealing with Cases:
– Handled efficiently and by the right agents
– Distributing the load so that agents do NOT have to manually select the next Case to work
Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers
A . Route to agents with the most cases closed for that topic.
B . Route to agents staffing the assigned overflow queues.
C . Route to agents with the least amount of active assigned work.
D . Route to agents with the most capacity to take on new work.
Answer: C,D