Which of the following is NOT an out-of-the-box configurable criterion for the Assignment Workbench?

• A. Assigned Cases
• B. Agent Affinity
• C. Availability Today
• D. Matching Skills

Answer: (B)

The Assignment Workbench uses criteria to score and pick the best agent based on how full their workload is, whether they’re available now, and whether their skills match the case. These are the standard, out-of-the-box criteria you can configure: how many cases are already assigned to an agent (Assigned Cases) to avoid overloading someone, whether they’re available today (Availability Today) to ensure coverage, and whether they have the right skills for the case (Matching Skills) to ensure competency.

Agent Affinity isn’t included as a built-in, out-of-the-box criterion in the Assignment Workbench. It’s a concept that would require custom setup or additional logic, rather than being part of the standard configuration. So it’s not a default option you can configure directly.