--- schema_version: "1" id: b404ddc63fa3ccfa25020b0469fd72d2932d267155ab581363bb6fa95a4161ee title: QueueRoutingConfig collection: legacydeveloper version: current locale: en-us portal_url: https://docs.salesforce.com/legacydeveloper/current/en-us/api_tooling/tooling_api_objects_queueroutingconfig.md canonical_url: https://developer.salesforce.com/docs/atlas.en-us.api_tooling.meta/api_tooling/tooling_api_objects_queueroutingconfig.htm source_site: developer.salesforce.com content_type: documentation content_hash: 66faa6413265b376e076eecae6d83dbd8dcfe0e3027390af909e5a6ea17431a8 description: Represents configuration settings that determine how work items are routed to agents. This object is available in API version 65.0 and later. --- # QueueRoutingConfig Represents configuration settings that determine how work items are routed to agents. This object is available in API version 65.0 and later. ## Supported SOAP API Calls create(), delete(), describeSObjects(), query(), retrieve(), update(), upsert() ## Supported REST API Methods DELETE, GET, HEAD, PATCH, POST, Query ## Special Access Rules Available only if Omni-Channel is enabled in your org. ## Fields | Field | Details | | --- | --- | | CapacityPercentage | Type percent Properties Create, Filter, Nillable, Sort, Update Description The percentage of an agent’s capacity for work items that’s consumed by a specific type of work item from the service channel. For example, capacity percentage for phone call is 100. If the configured limit is reached, the call isn't routed to the agent. | | CapacityWeight | Type double Properties Create, Filter, Nillable, Sort, Update Description The amount of an agent’s capacity for work items that’s consumed by a work item from the 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. | | DeveloperName | Type string Properties Create, Filter, Group, Sort, Update Description The unique name of the object in the API. | | DropAdditionalSkillsTimeout | Type int Properties Create, Filter, Group, Nillable, Sort, Update Description The number of seconds to wait 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](https://developer.salesforce.com/docs/atlas.en-us.258.0.object_reference.meta/object_reference/sforce_api_objects_pendingservicerouting.htm), DropAdditionalSkillsTimeout uses CustomRequestedDateTime as the start time. If CustomRequestedDateTime and DropAdditionalSkillsTimeout have already passed, Omni-Channel drops the additional skills. | | IsAttributeBased | Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Indicates whether the routing configuration is used with skills-based routing rules (true) or not (false). The default value is false. | | Language | Type picklist Properties Create, Defaulted on create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description The language of the queue routing configuration. | | MasterLabel | Type string Properties Create, Filter, Group, Sort, Update Description The label of the queue routing configuration. | | PausedCapacityPercentage | Type percent Properties Create, Filter, Nillable, Sort, Update Description The percentage of an agent's capacity that’s consumed when a work item is paused. This field is available only with status-based capacity and Enhanced Omni-Channel. | | PausedCapacityWeight | Type double Properties Create, Filter, Nillable, Sort, Update Description The amount of an agent's capacity that’s consumed when a work item is paused. This field is available only with status-based capacity and Enhanced Omni-Channel. | | PushTimeout | Type int Properties Create, Filter, Group, Nillable, Sort, Update Description The time limit set for an agent to respond to an item before it’s pushed to another agent. The time limit is measured in seconds. | | RoutingModel | Type picklist Properties Create, Filter, Group, Restricted picklist, Sort, Update Description The routing type that determines how work items are routed to agents. Possible values are: - ExternalRouting: integrates third-party routing with Omni-Channel to provide more routing options. - LeastActive: routes work items to the agent whose work is comsuming the smallest amount of capacity. - MostAvailable: routes work items to the agent who has the greatest amount of available capacity. | | RoutingPriority | Type int Properties Create, Filter, Group, Sort, Update Description The priority in which work items from the service channels are routed to agents. Work items that have lower values (for example, 0) are routed to agents first. |