March 10, 2021

Routing Model in Salesforce Omni-Channel Routing

In the routing model, you choose whether to push work to agents who are Least Active or Most Available. 


Least Active:
If you select Least Active, then Omni-Channel routes incoming work items to the agent with the least amount of open work. 

Most Available:
If you select Most Available, then Omni-Channel routes incoming work items to the agent with the greatest difference between work item capacity and open work items.

But what if there’s a tie between two or more agents? 
In that case, Omni-Channel routes the work to the agent who received a work item the longest ago. Suppose that Agent A received work 10 minutes ago and closed it 2 minutes ago. Agent B received work 8 minutes ago and closed it 5 minutes ago. In this situation, the work would go to Agent A.

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