Use Omni-Channel to route work from a channel directly to a queue. For example, you can
route calls received from a specific phone channel to a specific queue. To specify the queue, edit
the contact center channel.
Required Editions
- Route Chats to a Queue
To route chats, edit the chat button, and then specify the routing method and queue.
- Route Calls to a Queue
To route calls in a phone channel, edit the contact center channel, and then specify the routing method and queue for the channel.
- Route Messages to a Queue
To route messaging sessions in a messaging channel, edit the channel, and then specify the routing method and queue for the channel.
