If you want to assign work using the same criteria as Live Agent chats, which feature should you implement?

• A. Omni-channel queue-based routing.
• B. Case Skills-based Assignment Rules.
• C. Live Agent queue-based routing.
• D. Omni-channel Skills-based routing.

Answer: (A)

Routing work to agents based on real-time availability using a shared queue is the concept being tested. Omni-channel queue-based routing is the best fit because it handles routing from a common queue across multiple channels, including Live Agent chats, using agent presence and capacity to determine who should take the next item. This mirrors how Live Agent directs chats to the first available agent in the appropriate queue, but extends that approach to all channels with the same criteria.

Other options focus on skills or on a legacy routing model tied specifically to Live Agent. Skills-based routing prioritizes agent abilities rather than real-time availability in a shared queue, and a standalone Live Agent queue-based approach doesn't unify routing across channels the way Omni-Channel does.