How does the most available model function in case routing?

The most available model in case routing operates by focusing on an equitable distribution of workload among agents. This model specifically ensures that incoming cases are directed to agents who not only have availability but also those who can absorb additional work without straining their current workload. By routing cases based on the largest difference in capacity, this method aims to balance the agent's workload effectively.

When an agent has a significantly higher capacity compared to others, it often means they can handle more cases without being overwhelmed. This routing strategy mitigates the chances of neglecting agents who may be overburdened while better utilizing the capabilities of those who have room to take on more work. As a result, this approach not only enhances efficiency but also improves overall service levels since cases can be addressed in a timely manner.

The other routing methods mentioned do not align with the principles of the most available model. For instance, assignments based on agent preference do not necessarily consider each agent's current workload or capacity, while routing cases to agents with the highest workload can lead to burnout and decreased service quality. Redistributing cases based on the time since the last assignment may overlook an agent's actual ability to take on new cases, thus not effectively balancing the workload.