Which feature routes work to agents based on availability?

• A. Queuing rules
• B. Omni-Channel routing model
• C. Assignment Rules
• D. Escalation Rules

Answer: (B)

Omni-Channel routing model is designed to push work to agents who are online and have available capacity, taking into account their skills and current workload. It continuously monitors agent presence and capacity and assigns items (cases, chats, tasks) to the most suitable available agent, across channels, helping to balance load and reduce wait times. If no one is available, work sits in a queue until an agent becomes free.

Queuing rules determine where items sit before any assignment, not who actually takes them based on real-time availability. Assignment Rules route records based on predefined criteria, but not on live agent presence. Escalation Rules trigger time-based alerts or handoffs but don’t govern ongoing routing to available agents.