MB-230 Practice Question: Configure Representative Experience and Routing
You are configuring unified routing for a customer service center. Agents handle phone calls and must be assigned based on their current workload. The organization wants to ensure that agents who have been idle for a longer period receive the next call. Which assignment method should you configure for the workstream?
⚠ Common exam trap
The trap here is assuming that round robin inherently considers idle time, when it actually follows a fixed sequence regardless of how long agents have been waiting.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Longest idle
The longest idle assignment method is designed to route work to the agent who has been waiting the longest since their last assignment. This ensures equitable distribution and aligns with the goal of giving the next call to the agent idle for the longest duration. Other methods like round robin or highest capacity do not consider idle time.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
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Round robin
Why it's wrong here
Round robin assigns work items sequentially to agents in a fixed order, regardless of how long an agent has been idle. It does not consider the duration since the agent last received an item, so it fails to prioritize agents who have been waiting longer. This method is suitable for equal distribution but not for idle-time-based routing.
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Highest capacity
Why it's wrong here
Highest capacity assigns items to agents with the most available capacity, which is based on the number of concurrent work items they can handle. It does not factor in idle time; an agent who just finished a call and has full capacity might get the next call even if another agent has been idle longer. This method optimizes throughput, not fairness based on idle duration.
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Longest idle
Why this is correct
Longest idle assigns the next work item to the agent who has been idle for the longest period. This directly matches the requirement to prioritize agents based on idle time. In unified routing, this method helps balance workload by ensuring that agents who have not received work recently are given priority, improving agent satisfaction and reducing burnout.
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Preferred agent
Why it's wrong here
Preferred agent routing assigns work to a specific agent based on a relationship or preference, such as a customer's previous interaction. It does not consider idle time across the team. This method is useful for continuity but does not address the requirement to distribute work based on how long agents have been idle.
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed September 2026 · checked against the official Microsoft exam blueprint
This MB-230 practice question is part of Courseiva's free Microsoft certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the MB-230 exam.