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Cloud Kicks uses Omni-Channel to route cases to service reps based on location.

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Cloud Kicks uses Omni-Channel to route cases to service reps based on location. At times, certain locations are over capacity while other locations have available capacity. Managers would like the ability to respond to these situations.

What should a consultant recommend as a solution?

A.

Use Omni-Channel Skills-Based Routing to expedite case resolution.

B.

Configure an Overflow Assignee in Omni-Channel Routing.

C.

Use Omni Supervisor to change reps' queues.

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