Create a routing configuration in Setup, then attach it to the queue that should use it. You need the Customize Application permission. Plan your routing model and capacity numbers before you start so the values are intentional.
- Open Routing Configurations
From Setup, type Routing in the Quick Find box and select Routing Configurations. Click New to start a fresh record.
- Name the configuration
Enter a Routing Configuration Name that describes the work it handles, such as Premium Chat Routing. Salesforce fills in the Developer Name automatically; adjust it if needed before saving.
- Set priority and routing model
Enter a Routing Priority, where lower numbers route first. Choose a Routing Model: Least Active for even distribution, Most Available for greatest headroom, or External Routing to hand off to a third-party engine.
- Set capacity and push time-out
Enter the Units of Capacity (work item size) that each item from this queue consumes against a rep's total capacity. For Least Active or Most Available, set a Push Time-Out so unaccepted items reroute after the chosen number of seconds.
- Save and attach to a queue
Save the configuration. Then edit the relevant queue and set its Routing Configuration field to this record so work in that queue follows these rules.
The label that identifies the configuration in Setup and on the queue.
System-generated unique API name; keep it stable for metadata deployments.
The order items route in, where a lower number is served first.
Least Active, Most Available, or External Routing, deciding how a rep is chosen.
How much of a rep's total capacity one item from this queue consumes.
- A routing configuration does nothing until you attach it to a queue. Creating the record alone will not route any work.
- Push Time-Out is hidden unless the routing model is Least Active or Most Available; it does not apply to External Routing.
- Capacity is split between the routing configuration (item size) and the presence configuration (rep total). Check both when reps fill up too fast or too slow.
- Least Active and Most Available behave differently only when reps have unequal capacity or load, so test with realistic numbers, not a single test agent.