Routing Configuration
In Salesforce Omni-Channel, a configuration that defines how work items are distributed to agents, specifying routing model (most available or least active), priority, capacity weight, and overflow behavior.
Definition
In Salesforce Omni-Channel, a configuration that defines how work items are distributed to agents, specifying routing model (most available or least active), priority, capacity weight, and overflow behavior.
In plain English
“Routing Configuration in Omni-Channel defines how work items get distributed to agents. It specifies the routing model (most available or least active), priority, capacity weight, and overflow behavior. It's how you tune Omni-Channel routing for your needs.”
Worked example
Xanadu Resorts' contact center routes 4,500 work items a day across chat, email, and voice. The Omni-Channel Routing Configuration for the chat queue uses the Most Available routing model (assign the next chat to the agent with the most spare capacity), priority 5 (medium urgency), capacity weight 1 (each chat counts as one work unit), and overflow behavior to push to the email queue if no chat agent is available within 60 seconds. The Routing Configuration for the voice queue uses a different model: Least Active (next call to the agent who's been idle longest), priority 9 (calls take precedence), capacity weight 3 (a call blocks more capacity than a chat). Each channel's behavior is tuned through its Routing Configuration without code changes.
Why Routing Configuration matters
In Salesforce Omni-Channel, a Routing Configuration is a configuration that defines how work items are distributed to agents, specifying routing model (most available or least active), priority, capacity weight, and overflow behavior. Different work types can use different routing configurations, supporting tailored routing for each kind of work.
Routing configuration is where the operational details of Omni-Channel get tuned. The choices matter: 'most available' routes to the agent who's been idle longest, 'least active' routes to the agent with the lightest current load. Priority and capacity weight affect how work competes for agent attention. Mature contact centers tune routing configurations based on operational data and adjust as patterns change.
How organizations use Routing Configuration
Configured separate routing for chats, cases, and messaging based on their different operational characteristics.
Tunes routing configurations based on workforce data to optimize utilization.
Uses different routing models for different work types based on what works best for each.
Trust & references
Straight from the source - Salesforce's reference material on Routing Configuration.
- Routing Model Options for Service Cloud Omni-ChannelSalesforce Help
About the Author
Dipojjal Chakrabarti is a B2C Solution Architect with 29 Salesforce certifications and over 13 years in the Salesforce ecosystem. He runs salesforcedictionary.com to help admins, developers, architects, and cert/interview candidates sharpen their fundamentals. More about Dipojjal.
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