Routing Configurations

Sets the way jobs are delivered to users.

Creating a Routing Configuration

• > [Setup] > Quick Find > [Routing Configurations] > [New]

• Enter each items value > [Save]

Routing Setup Items

Item	Description	필수
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.