Which Omni-Channel routing model reduces uneven case distribution by routing to the most available agent?

• A. Most Active
• B. Queue
• C. Most available
• D. Least Active

Answer: (C)

Most available focuses on an agent’s current capacity to take on more work. In Omni-Channel routing, this means the system looks at who has the most slack—who can handle another case without delaying existing work—and sends the new item to that agent. By always assigning to the person with the most remaining capacity, workloads are spread more evenly across agents, preventing some from being overloaded while others sit idle and reducing delays for everyone.

Other approaches don’t emphasize current capacity as strongly: routing to the most active tends to push work onto the busiest agents, increasing imbalance; routing to the least active or using a queue can create different, less efficient patterns of distribution.