Routing configurations determine how work itemsCustomizable method of delivering contacts to an agent via Studio scripts. are routed to agents. Use them to prioritize the relative importance and size of work items from your queues. This ensures that the most important work items are handled accordingly, and work is evenly distributed to your agents.
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Click Setup in the upper right corner.
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In the Build menu located on the left, click Customize → Omni-Channel → Routing Configurations.
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Click New.
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Specify the settings for your service channelA medium, such as voice, email, and chat, through which a contact connects with an intended recipient..
- Click Save.
