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            Configure Custom Request Date in Flow Builder

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            Configure Custom Request Date in Flow Builder

            Add the original date a work item was requested using the Request Date option. This maintains the original priority of a work item even if it's rerouted or reassigned.

            Required Editions

            Configure Custom Request Date

            1. Open a flow in the Flow Builder and add or edit a Route Work action
            2. Select a routing service. Make sure that the Route To value is set to Queue, Skills, or Agent.
            3. Expand Set Additional Input Values to find the routing start options.
            4. Add the original date the work item was requested in the Request Date field under the Work Item Request Date section.
            5. Save and activate the flow.

            The Work Item Request Date option in Set Additional Input Values

            Note
            Note Custom Request Date isn't supported for Agentforce agents or Einstein Bots.

            Best Practices for Using Custom Request Date and Time in Callbacks

            A primary challenge in voice and callback scenarios is losing your place in line. Normally, if a callback retry fails and the item is requeued, it moves to the back of the queue based on the new entry time. By using the Requested Date option you can route callbacks based on when the call was originally queued.

            To provide a seamless experience for customers and agents, follow these key implementation strategies.

            • Use Original Creation Dates: When you configure the Route Work action for a callback, map the custom requested field to the original creation date of the record, such as the case or voice call. This mapping retains the customer's original position in the backlog.
            • Maintain Priority Across Retries: For callback scenarios involving multiple retry attempts, make sure that your flow logic consistently passes the initial request timestamp into each new Route Work execution.
            • Monitor System Logs: Because future dates are ignored, check your event logs if a work item appears to be routing based on its current queue time instead of your custom input.
            • Impact on KPIs: Using the original request time likely increases your reported Wait Time and Speed to Answer metrics. While these metrics look different on dashboards, they provide a truer representation of customer satisfaction (CSAT) and actual wait experience.
             
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