Use Schedule work item routing to set a specific date and time in the future for a work item to be routed, rather than adding it to the backlog immediately.
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Schedule work item routing supports callbacks, where a customer requests to be contacted at a later time rather than waiting on hold, or for internal follow-up reminders. When you configure the Route Work action, choose the Schedule a date and time option to define a specific date and time variable to determine exactly when routing begins.
Monitor Scheduled Work in Command Center for Service
- Scheduled work items appear in the Command Center for Service dashboard within the relevant Backlog tabs.
- Look for the Schedule Date and Time field. This column displays the specific moment the Pending Service Routing (PSR) record is set to enter the active matching queue.
- These items remain in the backlog view and begin matching with logged-in users only once the scheduled date and time passes.
- Anticipate high-volume periods where many scheduled callbacks trigger simultaneously.
- Report on both the Scheduled Date and the Accepted Date to measure how closely the system met the requested routing time.
- Configure Scheduled Routing in Flow Builder
Delay the routing of a work with Scheduled Work. Define a specific future date and time to route the work.