問題文
A contact center wants incoming chats spread evenly across representatives so that no one is overloaded while others idle. Representatives have the same skills and the same capacity limits. Which assignment method fits best?
選択肢
- Advanced round robin, which cycles through the eligible representatives based on their last assignment in the queue.
- Least active, because it is the default for messaging queues and therefore always the safest choice.
- Highest capacity, because equal capacity limits make it behave like round robin anyway.
- A custom assignment method with a prioritization ruleset, because the out-of-the-box methods cannot take the current load of each representative into account.