Available in: Salesforce Classic Omni-Channel is available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions Routing Option Description Example Least Active Incoming work items are routed to the agent with the least amount of open work. When work items all consume 1 capacity, the agent with the lowest number of work items receives incoming work. The example presents a scenario in which agents have work with varying capacity impacts. Most Available Incoming work items are routed to the agent with the greatest difference between work item capacity and open work items. Capacity is determined by the presence configuration that the agent is assigned to.