Set up the routing engine so new cases land with the right agent automatically: define skills, set capacity, create a routing configuration, and turn it on.
- Enable Omni-Channel
Setup, Omni-Channel Settings. Toggle Enable Omni-Channel. The engine becomes available for configuration.
- Define service channels
Setup, Service Channels. Add a channel for each work item type (Cases, Chats, Messaging, Voice). Each channel maps to one or more Salesforce objects.
- Set agent capacity
Setup, Presence Configurations. Define how many concurrent work items each agent can hold. Typical capacities are 3 to 5; voice typically caps at 1.
- Configure skills
Setup, Skills. Define the skills agents have (Spanish, Billing, Tier 2). Assign skills to each user.
- Create routing configurations
Setup, Routing Configurations. Create one per service channel with the routing model, required skills, and priority value.
- Link to queues and test
Associate the routing configuration to the destination queue. Generate a test case. Confirm it pushes to an eligible agent's Omni-Channel widget within seconds.
Most Available, Least Active, External. Most Available is the default; balances workload across the team.
Engine pushes work to an agent or surfaces it in a queue for manual pickup.
Skill set the engine matches against agent skill assignments.
Numeric priority that drives work item ordering when multiple configurations target the same queue.
- Omni-Channel respects agent presence. If no agent is Available, the work item sits in the queue. Misconfigured presence (everyone left Busy at end of day) produces a backlog overnight.
- Skills-based routing produces zero matches if the skill set on the work item does not align with any agent's skill assignments. Audit the skill graph regularly.
- External Routing requires partner system integration. The roundtrip latency can exceed the timeout window if not tuned, leading to work items that get re-routed before the partner system responds.
- Routing configuration changes do not affect in-flight work items. Items already pushed to an agent stay where they are; only new items use the updated configuration.