--- schema_version: "1" id: 18306f58dce681dbdb7bb3f96bb129bd70ad85ed0ace0f40f1de65af22d9edc5 title: QueueRoutingConfig collection: legacydeveloper version: current locale: en-us portal_url: https://docs.salesforce.com/legacydeveloper/current/en-us/api_meta/meta_queueroutingconfig.md canonical_url: https://developer.salesforce.com/docs/atlas.en-us.api_meta.meta/api_meta/meta_queueroutingconfig.htm source_site: developer.salesforce.com content_type: documentation content_hash: 9661f7ce7560f78ccc2effe4402e7f336d02639abd2f1ee0a731e3d4a70de37b description: Represents the settings that determine how work items are routed to agents. --- # QueueRoutingConfig Represents the settings that determine how work items are routed to agents. This type extends the [Metadata](https://developer.salesforce.com/docs/atlas.en-us.api_meta.meta/api_meta/metadata.htm "The base class for all metadata types. You can’t edit this object. A component is an instance of a metadata type.") metadata type and inherits its fullName field. ## File Suffix and Directory Location ServicePresenceStatus components have the suffix .queueRoutingConfig and are stored in the queueRoutingConfigs folder. ## Version QueueRoutingConfig components are available in API version 44.0 and later. ## Special Access Rules This type is available only if Omni-Channel is enabled in your org. ## Fields
Field Name Field Type Description
capacityPercentage double The percentage of an agent’s capacity for work items that’s consumed by a specific type of work item from this service channel. Voice calls must have a capacity percentage of 100. If an agent receives a voice call, the agent won’t receive new work items until the call ends, because at that point the agent’s capacity will have reached 100%.
capacityType CapacityType The setting applies for PSRs (PendingServiceRouting) that are created and managed by the system.
  • When set to INHERITED, the value of the Interruptible check box or value set on the Service Channel applies.
  • When set to INTERRUPTIBLE, the generated PSR has the isInterruptible flag set to true.
  • When set to NOT INTERRUPTIBLE, the generated PSR has the isInterruptible flag set to false.
  • When not set, its behavior is equivalent to INHERITED.
capacityWeight double The amount of an agent’s capacity for work items that’s consumed by a work item from this service channel. For example, if an agent has a capacity of 6, and cases are assigned a capacity weight of 2, an agent can be assigned up to 3 cases before the agent is at capacity and can’t receive new work items. Voice calls must use the entire capacity weight.
dropAdditionalSkillsTimeout int

The number of seconds to elapse before additional skills are dropped from Omni-Channel routing. In skills-based routing, you can set some skills to Additional Skill. After the timeout elapses, a skill marked as Additional Skill is dropped from Omni-Channel routing and the case is routed to the best-matched agent, even if the agent doesn’t have all the skills.

If CustomRequestedDateTime is set in the PendingServiceRouting object, DropAdditionalSkillsTimeout uses CustomRequestedDateTime as the start time. If CustomRequestedDateTime + DropAdditionalSkillsTimeout has already passed, Omni-Channel immediately drops the additional skills after the pending service request is created.
isAttributeBased boolean Indicates whether this routing configuration is used with skills-based routing rules (true) or not (false).
label string Required. The label of the presence status.
PausedCapacityPercentage double The percentage of a rep’s capacity that’s consumed when this work item is paused. The paused capacity feature is available with status-based capacity and Enhanced Omni-Channel only. Available in API version 64.0 and later.
PausedCapacityWeight double The amount of a rep’s capacity that’s consumed when this work item is paused. The paused capacity feature is available with status-based capacity and Enhanced Omni-Channel only. Available in API version 64.0 and later.
pushTimeout int The number of seconds set for push timeout. 0 is returned when push timeout isn’t enabled.
queueOverflowAssignee string The ID of the queue that’s set as the Overflow Assignee.
skills QueueRoutingConfigSkill[] Default skills associated with the routing configuration. Work is routed using a combination of rules and default skills.
routingModel RoutingModel (enumeration of type string) Required. The routing type that determines how work items are routed (pushed) to agents. Possible values are:
  • LEAST_ACTIVE
  • MOST_AVAILABLE
  • EXTERNAL_ROUTING
routingPriority int Required. The priority in which work items from the service channels that are related to this routing configuration are routed to agents. Work items from routing configurations that have lower priority values (for example, 0) are routed to agents first.
userOverflowAssignee string The ID of the user that’s set as the Overflow Assignee.
## QueueRoutingConfigSkill Represents default skills associated with the routing configuration. ## Fields | Field Name | Field Type | Description | | --- | --- | --- | | skill | string | Skill used to route a work item. | ## Declarative Metadata Sample Definition The following is an example of a QueueRoutingConfig component. 1.0 Case Routing 120 queueOverflow LEAST\_ACTIVE 1 INHERITED 0.25 The following is an example package.xml that references the previous definition. \* QueueRoutingConfig 44.0 ## Wildcard Support in the Manifest File This metadata type supports the wildcard character \* (asterisk) in the package.xml manifest file. For information about using the manifest file, see [Deploying and Retrieving Metadata with the Zip File](https://developer.salesforce.com/docs/atlas.en-us.264.0.api_meta.meta/api_meta/file_based_zip_file.htm).