Routing configurations determine how work items are routed to agents. They let you prioritize the relative importance and size of work items from your queues. That way, the most important work items are handled accordingly, and work is evenly distributed to your agents. Create an SOS routing configuration to determine how SOS calls are dispersed to your agents.
|Available in: Salesforce Classic|
|SOS is available for an additional cost in: Enterprise, Performance, Unlimited, and Developer Editions|
|To set up SOS:||“Customize Application”|
After you create this configuration, we’ll create an SOS queue for your SOS calls. Then, we’ll associate our routing configuration with our SOS queue so that your agents can receive calls after we get SOS set up.
From Setup, enter Routing in the Quick Find box, select Routing Configurations, then click New.
Name your routing configuration.
Let’s call our routing configuration “SOS Routing Configuration.” A version of that name becomes the Developer Name automatically.
Set your routing priority.
If SOS calls are the most important or the only work items your agents handle, set your routing priority to 1. That priority ensures that SOS calls are routed to your agents before other types of work items.
Select your routing model.
Set the value of the Percentage of Capacity field to 100.
Agents can accept only one SOS call at a time, so SOS calls take 100% of an agent’s capacity.