Final answer:
A Case Triage System enables agents to easily identify cases that need attention and quickly prioritize their work by sorting and prioritizing cases based on various criteria. Option C is correct.
Step-by-step explanation:
What enables agents to easily identify cases that need attention and quickly prioritize their work? The correct answer to this question is c) Case Triage System.
A Case Triage System is designed to sort and prioritize cases based on various criteria such as urgency, complexity, or customer importance. This allows agents to identify which cases should be addressed first, ensuring that critical issues receive prompt attention.
In contrast, a Priority Matrix may help in visualizing the importance and urgency of tasks but does not actively sort cases. An Urgency Algorithm could automatically determine case urgency, but may not take into account other factors that a case triage system considers. Random Selection is not a method that is typically used in a professional context for prioritizing work as it does not assess the importance or urgency of tasks.
Definition of a heuristic and an algorithm:
A mental shortcut in the form of a general problem-solving framework is called a heuristic. It allows for a speedier decision by simplifying the process of finding a satisfactory solution.
An algorithm, on the other hand, is a step-by-step procedure for solving a problem or completing a task, which is guaranteed to arrive at a solution if one exists, and is usually more thorough and time-consuming than a heuristic.