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What is the Queue-Based Routing in Salesforce?
What is the Queue-Based Routing in Salesforce?
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2 Replies
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When a work item is created, it gets assigned to a queue. If that queue is associated with a Routing Configuration, it's added to a list of items that are still waiting to be routed to agents. Then Omni-Channel determines which agents are available and how much work each agent is working on.
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If that queue is associated with a Routing Configuration, it's added to a list of items that are still waiting to be routed to agents. Then Omni-Channel determines which agents are available and how much work each agent is working on.
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