The feature that enables agents to handle both time-sensitive and long-running work effectively isInterruptible Capacity. This allows Omni-Channel to route urgent work items to agents even if they are already handling less critical tasks.

From the official Salesforce documentation:

" When agents handle both time-sensitive and long-running work, Omni-Channel can route time-critical work items so that customers receive faster response times. Define less pressing work items as interruptible so that Omni-Channel can route more urgent work to agents right away. "

—Omni-Channel for Administrators

By configuring work items as interruptible, agents can be assigned high-priority tasks without delay, ensuring that urgent customer needs are addressed promptly while still managing ongoing work.