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QueueRoutingConfig

Represents configuration settings that determine how work items are routed to agents. This object is available in API version 65.0 and later.

Supported SOAP API Calls

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

Supported REST API Methods

DELETE, GET, HEAD, PATCH, POST, Query

Special Access Rules

Available only if Omni-Channel is enabled in your org.

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 the service channel. For example, capacity percentage for phone call is 100. If the configured limit is reached, the call isn't routed to the agent.
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 the 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.
DeveloperName	Type string Properties Create, Filter, Group, Sort, Update Description The unique name of the object in the API.
DropAdditionalSkillsTimeout	Type int Properties Create, Filter, Group, Nillable, Sort, Update Description The number of seconds to wait 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. If `CustomRequestedDateTime` is set in the PendingServiceRouting object, `DropAdditionalSkillsTimeout` uses `CustomRequestedDateTime` as the start time. If `CustomRequestedDateTime` and `DropAdditionalSkillsTimeout` have already passed, Omni-Channel drops the additional skills.
IsAttributeBased	Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Indicates whether the routing configuration is used with skills-based routing rules (`true`) or not (`false`). The default value is `false`.
Language	Type picklist Properties Create, Defaulted on create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description The language of the queue routing configuration.
MasterLabel	Type string Properties Create, Filter, Group, Sort, Update Description The label of the queue routing configuration.
PausedCapacityPercentage	Type percent Properties Create, Filter, Nillable, Sort, Update Description The percentage of an agent's capacity that’s consumed when a work item is paused. This field is available only with status-based capacity and Enhanced Omni-Channel.
PausedCapacityWeight	Type double Properties Create, Filter, Nillable, Sort, Update Description The amount of an agent's capacity that’s consumed when a work item is paused. This field is available only with status-based capacity and Enhanced Omni-Channel.
PushTimeout	Type int Properties Create, Filter, Group, Nillable, Sort, Update Description The time limit set for an agent to respond to an item before it’s pushed to another agent. The time limit is measured in seconds.
RoutingModel	Type picklist Properties Create, Filter, Group, Restricted picklist, Sort, Update Description The routing type that determines how work items are routed to agents. Possible values are: `ExternalRouting`: integrates third-party routing with Omni-Channel to provide more routing options. `LeastActive`: routes work items to the agent whose work is comsuming the smallest amount of capacity. `MostAvailable`: routes work items to the agent who has the greatest amount of available capacity.
RoutingPriority	Type int Properties Create, Filter, Group, Sort, Update Description The priority in which work items from the service channels are routed to agents. Work items that have lower values (for example, 0) are routed to agents first.