ADX261 Exam Dumps | Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items to service agents. The

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Question 94/110

Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items to service agents. The Head of Service wants to know what shojld be done during high volume incidents where over 200,000 cases are opened.

A. Use a Most Aavailable Routing Model which will assign to the agent that be available next.

B. Set Work Item Size Percentage of Capacity to only consume part of an agent's availability.

C. Configure an Overflow Assignee with a user or queue outside the routing configuration.

D. Use a Least Active Routing Model which will assign to the agent that is the least over capacity.

Correct Answer: C

This is the recommended solution to handle high volume incidents where over 200,000 cases are opened. An Overflow Assignee is an option that can be configured in Omni-Channel Routing Configurations, which allows CK to specify a user or queue that will receive work items when the routing configuration reaches its maximum capacity. An Overflow Assignee can help CK distribute the workload and avoid losing work items during peak periods. Verified Reference: : Overflow Assignee

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