What factors does the application consider when deciding whether to send a work item to an agent?

The application considers the agent's presence and available capacity as critical factors when deciding to send a work item to an agent. Presence indicates whether an agent is currently available to take on new work, while available capacity reflects how much workload an agent can effectively handle at a given time. This ensures that work items are routed to agents who can respond promptly and manage their workload without being overwhelmed.

While the other options involve important aspects of an agent's status and capabilities, they do not encompass both critical elements of availability and capacity together, which are essential for efficient work item distribution. For instance, solely focusing on an agent's presence may not account for an agent who is busy with existing tasks. Similarly, considering only working hours or number of active sessions could lead to incomplete assessments of an agent's ability to take on new assignments. Therefore, the combination of presence and available capacity provides a more comprehensive understanding of an agent's readiness to accept new work items.