Configures how work items are routed to users.
> [Setup] > Quick Find > [Routing Configurations] > [New]
Enter the values for each field and click [Save].
Routing Configuration Name
The name of the routing configuration. Enter 'SimplyChat'.
Developer Name
The API name of the routing configuration.
This field is automatically populated when you enter the Routing Configuration Name and should be set to 'SimplyChat'.
Overflow Assignee
Specifies the user or queue to which work items are routed when the org reaches its Omni-Channel capacity limit.
The selected user or queue must not already have a routing configuration assigned.
Routing Priority
Determines the order in which work items associated with this routing configuration are routed to users.
Lower numbers are routed first.
Enter '1'.
Routing Model
Determines how work is routed to users assigned to the service channel.
Select 'Most Available'.
Push Time-Out
Limits the amount of time a user has to respond before the work item is pushed to another user.
Drop Additional Skills Time-Out
Specifies the amount of time before additional skills are removed from Omni-Channel routing.
Use with Skills-Based Routing Rules
Use this routing configuration together with skills-based routing rules.
Units of Capacity
Specifies the amount of a user's capacity that is consumed when work items associated with this configuration are assigned to the user.
Percentage of Capacity
The percentage of a user's total capacity that is consumed when work items associated with this configuration are assigned.
Last updated 19 days ago
