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Universal Containers (UC) wants to improve case management by assigning cases to agentsbased on their...

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Universal Containers (UC) wants to improve case management by assigning cases to agents

based on their relevant product specialization. UC also wants to automatically assign agents to the

next case to evenly distribute the case workload.

Which Omni-Channel feature meets the requirements?

A.

Use the most available routing model.

B.

Use Most Cases Closed report.

C.

Use the agents’ Presence Status.

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