Metadata API Developer Guide
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QueueRoutingConfig
Represents the settings that determine how work items
are routed to agents.This type extends the Metadata
metadata type and inherits its fullName field.
File Suffix and Directory Location
ServicePresenceStatus components have the suffix .queueRoutingConfig and are stored in the queueRoutingConfigs folder.
Version
QueueRoutingConfig components are available in API version 44.0 and later.
Special Access Rules
This type is available only if Omni-Channel is enabled in your org.
Fields
| Field Name | Field Type | Description |
|---|---|---|
| capacityPercentage | double | 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%. |
| capacityWeight | double | 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. |
| dropAdditionalSkillsTimeout | int | The number of seconds to elapse before additional skills are dropped from Omni-Channel routing. In skills-based routing, you can set some skills to Additional Skill. After the timeout elapses, a skill marked as Additional Skill is dropped from Omni-Channel routing and the case is routed to the best-matched agent, even if the agent doesn’t have all the skills. |
| isAttributeBased | boolean | Indicates whether this routing configuration is used with skills-based routing rules (true) or not (false). |
| label | string | Required. The label of the presence status. |
| pushTimeout | int | The number of seconds set for push timeout. 0 is returned when push timeout isn’t enabled. |
| queueOverflowAssignee | string | The ID of the queue that’s set as the Overflow Assignee. |
| routingModel | RoutingModel (enumeration of type string) | Required. The routing type that determines how work items are routed (pushed)
to agents. Possible values are:
|
| routingPriority | int | Required. 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. |
| QueueRoutingConfigSkill | QueueRoutingConfigSkill[] | Default skills associated with the routing configuration. Work is routed using a combination of rules and default skills. |
| userOverflowAssignee | string | The ID of the user that’s set as the Overflow Assignee. |
Fields
| Field Name | Field Type | Description |
|---|---|---|
| skill | string | Skill used to route a work item. |
Declarative Metadata Sample Definition
The following is an example of a QueueRoutingConfig component.
1<?xml version="1.0" encoding="UTF-8"?>
2<QueueRoutingConfig xmlns="http://soap.sforce.com/2006/04/metadata">
3 <capacityWeight>1.0</capacityWeight>
4 <label>Case Routing</label>
5 <pushTimeout>120</pushTimeout>
6 <queueOverflowAssignee>queueOverflow</queueOverflowAssignee>
7 <routingModel>LEAST_ACTIVE</routingModel>
8 <routingPriority>1</routingPriority>
9</QueueRoutingConfig>The following is an example package.xml that references the previous definition.
1<?xml version="1.0" encoding="UTF-8"?>
2<Package xmlns="http://soap.sforce.com/2006/04/metadata">
3 <types>
4 <members>*</members>
5 <name>QueueRoutingConfig</name>
6 </types>
7 <version>44.0</version>
8</Package>Wildcard Support in the Manifest File
This metadata type supports the wildcard character * (asterisk) in the package.xml manifest file. For information about using the manifest file, see Deploying and Retrieving Metadata with the Zip File.