Question

The support manager at Cloud Kicks wants incoming chats and cases distributed automatically to available agents based on how much work each agent can handle at once. An agent should be able to work on up to 5 cases but only 2 chats simultaneously, since chats require more attention. Which Omni-Channel configuration allows the administrator to define how much work an item consumes against an agent's total capacity?

Accepted Answer

Configure Routing Configurations with capacity weights (units) per work item type and set each agent's overall Capacity on their Presence Configuration

Answer

Create separate Presence Statuses for chats and cases so agents can only receive one channel type at a time

Answer

Set an escalation rule that reassigns cases when an agent exceeds their maximum number of open cases

Answer

Use case assignment rules with entry criteria that limit the number of cases routed to each queue