Route Work Items Directly to a Specific Support Rep

Automatically route work items directly to a support rep using Direct-to-Agent routing.

View supported editions.

To route all work items, except voice calls, in Omni-Channel Settings under Setup, verify that you’ve enabled Enable Skills-Based and Direct-to-Agent Routing. Without enabling this option, you can’t route these types of work items to a specific support rep.

Note To route voice calls to a support specific rep, don't select Enable Skills-Based and Direct-to-Agent Routing unless you’re using Omni-Channel Unified Routing. For other routing models, this option isn't required.

1. Follow the steps to create an Omni-Channel Flow.
2. Drag the Route Work action onto the canvas.
3. Give the action a label and an API Name and, optionally, a description.
4. Under Set Input Values | Record ID, select the recordId variable you created.
5. Under Route To, select Agent.
6. Under Agent, select either of the following options:
   1. Select Agent—Specify the support rep to route the work item to.
   2. Use Variable—Use a variable to find the appropriate support rep. For example, you can determine the preferred rep associated with the customer’s Contact record. In this example, we have a lookup field on the Contact record that defines a preferred rep for this contact. We pass in that Agent ID as a variable. While migrating Omni-Channel Flows with Omni Actions, use a variable to better support migration of the actions.
7. To assign work to only the preferred support rep when they become available:
   1. Click Required Agent.
   2. Specify the Routing Configuration to use for routing parameters.
   3. For voice calls, don’t select Required Agent. Assigning voice calls to required reps isn't supported unless you are using Omni-Channel Unified Routing. If this option isn't selected and the preferred rep isn't online and available, the call is routed to someone else.
   

   Note When a specific rep is required, Push Time-0ut in the routing configuration settings or Allow Agents to Decline Work Requests in the presence configuration settings are ignored.
8. Alternately, to route work to a queue when the preferred rep is unavailable, clear the Required Agent checkbox. Then specify the backup queue to route the work item to.