> For the complete documentation index, see [llms.txt](https://help.windmillsoft.kr/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.windmillsoft.kr/en/simplychat/installation-and-basic-setup-guide/salesforce-settings/omni-channel/routing-configurations.md).

# Routing Configurations

Configures how work items are routed to users.

## Create a Routing Configuration

* ![](https://174170309-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcMCw4RFNzatnGReKcWKb%2Fuploads%2FDMPUx7KPboVMKP47LTtp%2F%EC%8A%A4%ED%81%AC%EB%A6%B0%EC%83%B7%202023-07-19%20160323.png?alt=media\&token=a47d455e-de8c-4c2f-8ac1-2cc0d665b423) > \[Setup] > Quick Find > \[Routing Configurations] > \[New]

<figure><img src="https://174170309-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcMCw4RFNzatnGReKcWKb%2Fuploads%2FGJE2xCDhsduj0ISuy1GL%2F19.png?alt=media&amp;token=7be80594-61c1-41f1-9f35-c8cb33ad0957" alt=""><figcaption></figcaption></figure>

* Enter the values for each field and click \[Save].

<figure><img src="https://174170309-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcMCw4RFNzatnGReKcWKb%2Fuploads%2FrtBibgQ6GgtHrhaPgdpH%2F20.png?alt=media&amp;token=e17ad63f-8cb9-4ea9-ac33-f0cc62a2c1d9" alt=""><figcaption></figcaption></figure>

## Routing Configurations fields

<table><thead><tr><th width="204">Item</th><th width="445.33333333333326">Description</th><th data-type="checkbox">Required</th></tr></thead><tbody><tr><td>Routing Configuration Name</td><td>The name of the routing configuration.
<br>Enter 'SimplyChat'.</td><td>true</td></tr><tr><td>Developer Name</td><td><p>The API name of the routing configuration. </p><p>This field is automatically populated when you enter the Routing Configuration Name and should be set to 'SimplyChat'.</p></td><td>true</td></tr><tr><td>Overflow Assignee</td><td><p>Specifies the user or queue to which work items are routed when the org reaches its Omni-Channel capacity limit.</p><p>The selected user or queue must not already have a routing configuration assigned.</p></td><td>false</td></tr><tr><td>Routing Priority</td><td><p>Determines the order in which work items associated with this routing configuration are routed to users.</p><p>Lower numbers are routed first.</p><p>Enter '1'.        </p></td><td>true</td></tr><tr><td>Routing Model</td><td><p>Determines how work is routed to users assigned to the service channel.</p><p>Select 'Most Available'.</p></td><td>true</td></tr><tr><td>Push Time-Out</td><td>Limits the amount of time a user has to respond before the work item is pushed to another user.</td><td>false</td></tr><tr><td>Drop Additional Skills Time-Out</td><td>Specifies the amount of time before additional skills are removed from Omni-Channel routing.</td><td>false</td></tr><tr><td>Use with Skills-Based Routing Rules</td><td>Use this routing configuration together with skills-based routing rules.</td><td>false</td></tr><tr><td>Units of Capacity</td><td><p>Specifies the amount of a user's capacity that is consumed when work items associated with this configuration are assigned to the user.</p><p>Enter '1'.</p></td><td>false</td></tr><tr><td>Percentage of Capacity</td><td>The percentage of a user's total capacity that is consumed when work items associated with this configuration are assigned.</td><td>false</td></tr></tbody></table>