---
schema_version: "1"
id: 1f5f105124e5c38e6a1c23e55ac9455a43acb84e4a399db890a78cadb470b42e
title: Routing Model Options for Omni-Channel
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/service_presence_routing_options.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.service_presence_routing_options.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 0714d4e0aaacf021b8aed4fa743bf2dbc447fdceb3d009e3e352c4a57c241583
description: Specify how incoming work items are directed to service reps using Omni-Channel.
products:
  - Service Cloud
release: "264"
---
# Routing Model Options for Omni-Channel

Specify how incoming work items are directed to service reps using Omni-Channel.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

In Omni-Channel, work items are automatically routed or “pushed” to service reps in the appropriate queue. When you set up a routing configuration, select a routing model option. This option determines how to distribute work items evenly to your service reps.

The Least Active and Most Available options consider service reps’ used or available capacities, respectively. A service rep’s overall capacity—how much work the service rep can handle at a time—is determined by the presence configuration that the service rep is assigned to. You can specify overall capacity using relative work unit values or a percentage.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d118325e62">Routing Option</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d118325e65">Description</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d118325e68">Example</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Routing Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d118325e62 ">
              <samp class="parmname">Least Active</samp>
            </td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d118325e65 ">Incoming work items are routed to the service rep whose work is consuming the
              smallest amount of capacity. If a tie occurs, the work item is routed to the service
              rep who hasn’t received work in the longest time.</td>

            <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d118325e68 ">
              <ul>
                <li>Service Rep A has an overall capacity of 5 work units. Service Rep B has an
                  overall capacity of 10 work units.</li>

                <li>Service Rep A has 3 active work items, each with a capacity weight of 1.
                  Service Rep B has 5 active work items with a capacity weight of 1.</li>

                <li>Service Rep A’s used capacity is 3 work units, while Service Rep B’s used
                  capacity is 5 work units. Because Service Rep A’s work is consuming less
                  capacity than Service Rep B’s work, Omni-Channel routes the incoming work item
                  to Service Rep A.</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Routing Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d118325e62 ">
              <samp class="parmname">Most Available</samp>
            </td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d118325e65 ">Incoming work items are routed to the service rep who has the greatest amount
              of available capacity. If a tie occurs, the work item is routed to the service rep
              who hasn’t received work in the longest time.</td>

            <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d118325e68 ">
              <ul>
                <li>Service Rep A has an overall capacity of 5 work units. Service Rep B has an
                  overall capacity of 10 work units.</li>

                <li>Service Rep has 3 active work items with a capacity weight of 1. Service Rep B
                  has 5 active work items with a capacity weight of 1.</li>

                <li>Service Rep A’s available capacity is 5−3=2 work units. Service Rep B’s
                  available capacity is 10−5=5 work units. Service Rep B has more available
                  capacity than Service Rep A, so Omni-Channel routes the incoming work item to
                  Service Rep B. </li>

              </ul>
            </td>

          </tr>
        </tbody>
      </table>

Omni-Channel considers work as assigned when it routes a work item to a rep, regardless of whether the rep accepts or declines the work item.

If a service rep goes offline and comes back online again, their session is considered a new session and capacity is recalculated. Omni-Channel considers the session time since the rep came back online to assign work items.

## Tie-Breaking Rules for Routing Models

If multiple service reps have equal capacity (same number of active work items for Least Active, or same amount of spare capacity for Most Available), and a new work item needs to be assigned, Omni-Channel uses this tie-breaking order:

![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png)

Example

1. Reps with no assigned work: Omni-Channel prioritizes reps with no active work items, selecting the rep who logged in earliest (oldest log in first). Login time is calculated based on when the reps login to Omni-Channel and is not based on the time they spent in available status or busy status.
2. Reps with assigned work: Omni-Channel then considers reps with assigned work items, selecting the rep whose last assignment was longest ago (longest time since assignment first).

Example: Rep A has 0 active items (no work currently assigned), and was last assigned work 20 minutes ago. Rep B has 0 active items (no work currently assigned), and was last assigned work 10 minutes ago. Rep C has 0 active items, but hasn't been assigned any work since logging-in. If a new work item arrives and all three reps are tied for capacity, the assignment order would be: Rep A (20 minutes since last assignment), then Rep B (10 minutes since last assignment) and then Rep C (no work received yet) .

#### See Also

- [Routing Configuration Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_routing_configuration_settings.htm&release=264.0.0&type=5 "Customize your routing configuration settings to define how work items are pushed to service reps.")