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QueueRoutingConfig

Represents the settings that determine how work items are routed to agents. This object is available in API version 32.0 and later.

Supported Calls

create(), delete(), query(), retrieve(), update()

Fields

Field	Details
CapacityPercentage	Type percent Properties Create, Filter, Nillable, Sort, Update Description The percentage of an agent’s capacity for work items that’s consumed by a specific type of work item from this service channel. For example, you might give phone calls a capacity percentage of `100`. If an agent receives a phone call, the agent won’t receive new work items until the call ends, because at that point the agent’s capacity will have reached 100%. This field is available in API version 33.0 and later.
CapacityWeight	Type double Properties Create, Filter, Nillable, Sort, Update Description The amount of an agent’s capacity for work items that’s consumed by a work item from this service channel. For example, if an agent has a capacity of `6`, and cases are assigned a capacity weight of `2`, an agent can be assigned up to 3 cases before the agent is at capacity and can’t receive new work items. This field is available in API version 33.0 and later.
DeveloperName	Type string Properties Create, Filter, Group, Sort, Update Description The unique name of the object in the API. This name can contain only underscores and alphanumeric characters, and must be unique in your org. It must begin with a letter, not include spaces, not end with an underscore, and not contain two consecutive underscores. In managed packages, this field prevents naming conflicts on package installations. With this field, a developer can change the object’s name in a managed package and the changes are reflected in a subscriber’s organization. When creating large sets of data, always specify a unique DeveloperName for each record. If no DeveloperName is specified, performance may slow while Salesforce generates one for each record. Note
IsAttributeBased	Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Indicates whether this routing is attribute-based. Available in API version 45.0 and later.
Language	Type picklist Properties Create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description The language of the presence status.
MasterLabel	Type string Properties Create, Filter, Group, Sort, Update Description The label of the presence status.
OverflowAssigneeId	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description The ID of the user or queue that’s set as the Overflow Assignee.
PushTimeout	Type int Properties Create, Filter, Group, Nillable, Sort, Update Description The number of seconds set for push timeout. 0 is returned when push timeout isn’t enabled. Available in API version 36.0 and later.
RoutingModel	Type picklist Properties Create, Filter, Group, Restricted picklist, Sort, Update Description The routing type that determines how work items are routed (pushed) to agents. Possible values are Least Active and Most Available.
RoutingPriority	Type int Properties Create, Filter, Group, Sort, Update Description The priority in which work items from the service channels that are related to this routing configuration are routed to agents. Work items from routing configurations that have lower priority values (for example, `0`) are routed to agents first.
ServiceChannelId	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description The ID of the service channel that’s associated with this configuration. This field is available in API version 32.0 and earlier.