In Advanced Work Assignment, which component defines where to route the work items?

• A. Agent Experience
• B. Assignment Rules
• C. Work Item Queues
• D. Service Channels

Answer: (C)

Work Item Queues define where to route the work items. They act as the destination containers for incoming work, organizing items by criteria like channel, skill, product area, or SLA so the routing engine can place items in the right path. Once a work item lands in a specific queue, the system can balance load and ensure the item is handled by the most appropriate agents. Assignment Rules come into play after the item is in a queue, determining which agent or group takes ownership. Service Channels indicate how the item arrived (for example, chat or email) and influence which queues are relevant, but the actual destination for routing is defined by the queues. The Agent Experience is the user interface for agents and doesn’t determine routing destinations.