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            Routing Configuration Settings

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            Routing Configuration Settings

            Customize your routing configuration settings to define how work items are pushed to service reps.

            Required Editions

            View supported editions.

            Basic Information

            Setting What It Does
            Routing Configuration Name

            Names the service routing configuration.

            This routing configuration name, or a version of it, automatically becomes the Developer Name.
            Developer Name Sets the API name for the service routing configuration.
            Overflow Assignee

            Sets the user or queue that Omni-Channel routes items to when your org reaches Omni-Channel limits. The overflow assignee must be a user or a queue without a routing configuration. Ensure that you:

            • Select a user or queue that has access to the objects handled by the queue or queues using this routing configuration.
            • Assign a routing configuration with an overflow assignee to all Omni-Channel queues involved in a bulk operation, such as changing the status or owner for multiple requests.

            Routing Settings

            Setting What It Does
            Routing Priority

            The order in which work items from the queue that are associated with this routing configuration are routed to service reps. Objects in queues with a lower number are routed to service reps first.

            For example, if you set the priority for highly qualified leads to 1 and the priority for less qualified leads to 2, highly qualified leads are routed and assigned to service reps before less qualified leads.

            On the backend, we identify service reps with available capacity, and then we assign work to them based on this priority order.

            1. The priority of the queue from which the work item came
            2. The amount of time that the work item has been waiting in the queue
            3. Members of the queue who are available to receive new work items from the queue

            When the work item is assigned to a service rep, the owner of the object changes from the queue to the service rep. If a service rep declines the work item, we reassign it back to the queue with its original age so that it can be properly rerouted.
            Routing Model Determines how incoming work items are routed to service reps who are assigned to the configuration’s service channel.
            Push Time-Out (seconds)

            Sets a time limit for a service rep to respond to an item before it’s pushed to another service rep and the first rep’s status is changed accordingly.

            For inbound Voice calls, your telephony system’s limitations can impact the time that service reps have to respond to an item before it’s rerouted.

            • If you’re using Omni-Channel Unified Routing and your telephony provider is Amazon Connect, set a push time-out value to control the time that service reps have to respond to an item before it’s rerouted. The value can be greater than or less than 20.
            • If you aren’t using Omni-Channel Unified Routing, Amazon Connect limits this value to 20, and latency on Amazon’s part can result in service reps having less than 20 seconds to answer a call before it’s rerouted. When a service rep attempts to answer a call within 20 seconds and finds that the call was already rerouted, the service rep’s status remains unchanged.

            If you configured work to be routed to a specific service rep and that service rep is required, don’t enable this option. When a specific service rep is required, this option isn’t supported.
            Drop Additional Skills Time-out (seconds)

            Set the time to wait before dropping additional skills from Omni-Channel routing.

            If set, CustomRequestedDateTime in the PendingServiceRouting object is used as the start time for the timeout. If not set, the start time is based on the time that the pending service request is created.
            Capacity Type Sets whether a work item is primary (not interruptible), interruptible, or if it inherits the type from the Service Channel settings. This setting is ignored for work items that can’t be interrupted.

            Skills-Based Routing Rules

            Setting What It Does
            Use with Skills-Based Routing Rules Use this routing configuration with Skills-Based Routing Rules. Note: If you use the Omni-Channel Flow, you invoke routing rules from the flow instead.

            Size for In-Progress Work Items

            Specify the size of in-progress work items in queues associated with this configuration. The size is valid for tab-based work as well as status-based work. Size items by number of units or percentage of a service rep’s capacity, but not both.

            The Capacity setting in the presence configuration that the service rep is assigned to determines the service rep’s overall capacity. As service reps are assigned work items from the queue, the capacity weight or percentage is deducted from the service rep’s overall capacity as long as they have enough capacity to cover the assigned work items.

            Setting What It Does
            Units of Capacity for In-Progress Work Items The amount of a service rep’s overall capacity that’s consumed when the service rep is assigned an in-progress work item from queues that are associated with this configuration. For routing configurations used in queues with Voice Call as a supported object, this value must be a rep’s full capacity.
            Percentage of Capacity for In-Progress Work Items The percentage of a service rep’s overall capacity that’s consumed when the service rep is assigned an in-progress work item from queues that are associated with this configuration. For routing configurations used in queues with Voice Call as a supported object, this value must be 100%.

            Size for Paused Work Items

            The Paused status is only available when Enhanced Omni-Channel is enabled.

            Specify the size of paused work items in queues associated with this configuration. The size is valid only if the work uses status-based capacity. Size items by number of units or percentage of a service rep’s capacity, but not both. Default consumption is zero, so that when work is paused, the service rep can receive additional work items.

            The Capacity setting in the presence configuration that the service rep is assigned to determines the service rep’s overall capacity. As service reps are assigned work items from the queue, the capacity weight or percentage is deducted from the rep’s overall capacity as long as they have enough capacity to cover the assigned work items.

            Setting What It Does
            Units of Capacity for Paused Work Items The amount of a service rep’s overall capacity that’s consumed when the service rep is assigned a paused work item from queues that are associated with this configuration.
            Percentage of Capacity for Paused Work Items The percentage of a service rep’s overall capacity that’s consumed when the service rep is assigned a paused work item from queues that are associated with this configuration.

            See Also

             
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