Which routing approach should Cloud Kicks use to assign Cases using the same criteria used for Live Agent chats?

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

Answer: (B)

Omni-channel queue-based routing is the mechanism that directs work items to agents using shared queues, presence, and capacity, and it applies across all channels, including Live Agent chats. By routing Cases through the same Omni-Channel queues and routing rules that Live Agent uses, you ensure consistent distribution: a Case is placed in the appropriate queue and assigned to the next available agent who matches the configured capacity and availability. This mirrors how Live Agent channels are managed, providing uniform criteria for workload distribution.

Case Skills-based Assignment Rules focus on static case field criteria and don’t account for real-time agent availability, so they don’t align with the live routing behavior used for chats. Live Agent queue-based routing is specific to Live Agent and wouldn’t cover Cases unless you integrate them into Omni-Channel. Omni-channel Skills-based routing would route by skill, which is different from the queue-and-capacity approach that Live Agent relies on.