What tool can improve case routing efficiency based on agent capacity?

Omni-Channel is designed specifically to enhance case routing efficiency by allowing for dynamic workload balancing across agents based on their current capacity and availability. It intelligently routes cases to the most appropriate agent in real time, factoring in their skill sets, workloads, and real-time availability. This ensures that cases are handled by the most capable and available agents, which not only improves response times but also helps in maintaining a higher level of customer service.

In contrast, Workflow Rules are primarily focused on automating standard business processes and workflows, and while they may help automate case assignments, they lack the real-time capacity management that Omni-Channel offers. Case Assignment Rules typically follow predefined criteria for directing cases to specific agents or queues, but they do not adjust dynamically based on agent workloads. Similarly, Auto-Response Rules are meant for sending automated replies to customers when cases are created, without affecting case routing or assigning them based on agent capacity. Thus, Omni-Channel stands out as the tool that directly addresses the need for efficient and capacity-based case routing.