Step 1: Create a Routing Configuration and Queue for External Routing
External routing requires a separate routing configuration and queue in Omni-Channel.
These separate objects define routing behavior and assign work to agents.
- In Setup, enter Routing Configurations in the Quick Find box, then select Routing Configurations.
- Create a routing configuration and select External Routing for the routing model.
- Enter Queues in the Quick Find box, then select Queues.
- Create a queue and connect it to the routing configuration you created.