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.
  1. In Setup, enter Routing Configurations in the Quick Find box, then select Routing Configurations.
  2. Create a routing configuration and select External Routing for the routing model.
  3. Enter Queues in the Quick Find box, then select Queues.
  4. Create a queue and connect it to the routing configuration you created.