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Routing Model Options for Service Cloud Omni-Channel
Specify how incoming work items are directed to service reps using Omni-Channel.
Required Editions
| View supported editions. |
In Omni-Channel, work items are automatically routed or “pushed” to service reps in the appropriate queue. When you set up a routing configuration, select a routing model option. This option determines how to distribute work items evenly to your service reps.
The Least Active and Most Available options consider service reps’ used or available capacities, respectively. A service rep’s overall capacity—how much work the service rep can handle at a time—is determined by the presence configuration that the service rep is assigned to. You can specify overall capacity using relative work unit values or a percentage.
| Routing Option | Description | Example |
|---|---|---|
| Least Active | Incoming work items are routed to the service rep whose work is consuming the smallest amount of capacity. If a tie occurs, the work item is routed to the service rep who hasn’t received work in the longest time. |
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| Most Available | Incoming work items are routed to the service rep who has the greatest amount of available capacity. If a tie occurs, the work item is routed to the service rep who hasn’t received work in the longest time. |
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Omni-Channel considers work as assigned when it routes a work item to a rep, regardless of whether the rep accepts or declines the work item.
If a service rep goes offline and comes back online again, their session is considered a new session and capacity is recalculated. Omni-Channel considers the session time since the rep came back online to assign work items.
Tie-Breaking Rules for Routing Models
If multiple service reps have equal capacity (same number of active work items for Least Active, or same amount of spare capacity for Most Available), and a new work item needs to be assigned, Omni-Channel uses this tie-breaking order:
- Reps with no assigned work: Omni-Channel prioritizes reps with no active work items, selecting the rep who logged in earliest (oldest log in first). Login time is calculated based on when the reps login to Omni-Channel and is not based on the time they spent in available status or busy status.
- Reps with assigned work: Omni-Channel then considers reps with assigned work items, selecting the rep whose last assignment was longest ago (longest time since assignment first).
Example: Rep A has 0 active items (no work currently assigned), and was last assigned work 20 minutes ago. Rep B has 0 active items (no work currently assigned), and was last assigned work 10 minutes ago. Rep C has 0 active items, but hasn't been assigned any work since logging-in. If a new work item arrives and all three reps are tied for capacity, the assignment order would be: Rep A (20 minutes since last assignment), then Rep B (10 minutes since last assignment) and then Rep C (no work received yet) .
