Which Salesforce feature provides real-time visibility into agent queues and routing decisions?

• A. Omni-Channel Supervisor.
• B. Push Notifications.
• C. Case Feed.
• D. Next Best Actions.

Answer: (A)

Understanding how Omni-Channel features provide live visibility into how work is queued and routed is essential. Omni-Channel Supervisor offers a real-time view of agent presence and the status of each queue, showing exactly how incoming work items are being routed based on the configured routing rules. This lets a supervisor watch queue lengths, who is handling what, and how routing decisions are unfolding in the moment, so they can rebalance workloads or adjust routing to meet service levels. Other options don’t focus on live queue and routing visibility: Push Notifications are alerts about events but don’t present a live dashboard of queues; Case Feed is a collaboration stream for case activity; Next Best Actions provides recommended steps rather than real-time routing visibility.