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Activity › Forums › Salesforce® Discussions › What is the Queue-Based Routing in Salesforce?

  • Ratnesh

    Member
    September 22, 2020 at 6:33 AM

    When a work item is created, it gets assigned to a queue. If that queue is associated with a Routing Configuration, it’s added to a list of items that are still waiting to be routed to agents. Then Omni-Channel determines which agents are available and how much work each agent is working on.

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  • Marziya

    Member
    September 22, 2020 at 1:36 PM

    If that queue is associated with a Routing Configuration, it’s added to a list of items that are still waiting to be routed to agents. Then Omni-Channel determines which agents are available and how much work each agent is working on.

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