ADX261 Exam Dumps | Universal Containers (UC) wants to improve case management by assigning cases to agents based on their

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Question 21/110

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 agents' Presence Status,

B. Use the Most Available routing model.

C. Use Most Cases Closed report.

Correct Answer: B

The Most Available routing model in Omni-Channel is designed to distribute work evenly among agents, ensuring a balanced workload. When applied to case management, this feature takes into account the agents' capacity and current workload, routing cases to the agent with the most availability. By also considering agents' skills or product specialization, Omni-Channel can ensure that cases are not only distributed evenly but also assigned to agents with the relevant expertise. This approach optimizes resource utilization, improves response times, and ensures that agents are working on cases that match their specialization, leading to more effective case resolution.

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