Which step would ensure the work was allocated to the appropriate agent?

Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define.

Which step would ensure the work was allocated to the appropriate agent?
A . Set the Agent Experience (What agents see in their Workspace inbox)
B. Define Assignment Rules (How to assign work items)
C. Define Work Item Queues (Where to route)
D. Configure Service Channels (What to route)

View Answer

Answer: C