Routing Configurations
Sets the way jobs are delivered to users.
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Sets the way jobs are delivered to users.
Last updated
Was this helpful?
> [Setup] > Quick Find > [Routing Configurations] > [New]
Enter each items value > [Save]
Routing Configuration Name
Name of the routing configuration.
Type 'SimplyChat'.
Developer Name
The API name of the routing configuration.
Entering the Routing Configuration Name will automatically enter and 'SimplyChat'.
Overflow Assignee
Sets the user or queue to route the operation when the omnichannel limit for the org is reached.
Must be a user or queue without a routing configuration.
Routing Priority
The order in which the operations associated with that routing configuration are routed to the user.
The lower the number, the more routed it is to the user.
Enter '1'.
Routing Model
Determines how the service channel is routed to the assigned user.
Select 'Most Available'.
Push Time-Out
Limits the amount of time a user responds to an item before the job is pushed to another user.
Drop Additional Skills Time-Out
Set the time to elapsed before the additional technology is deleted from ON channel routing.
Use with Skills-Based Routing Rules
Use this routing configuration in conjunction with technology-based routing rules.
Units of Capacity
Indicates the total capacity of the user used when tasks in the queue associated with this configuration are assigned to the user.
Enter '1'.
Percentage of Capacity
Percentage of total capacity consumed by users when tasks in the queue associated with this configuration are assigned to them.
