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  • Omni Channel Routing Model - Least Active Explanation
    The difference between Least Active and Most Available is simply how the values are checked In this case, A and B have the same capacity, so there's no difference However, if A had the same items, and B had the same items, but A had a capacity of 5 and B had a capacity of 10, then the difference becomes apparent
  • Omni-Channel Routing Model Options - Salesforce
    Specify how incoming work items are directed to agents using Omni-Channel Available in: Salesforce Classic (not available in all orgs) and Lightning Expe
  • Queue-Based Routing Setup - Trailhead
    In the routing model, you choose whether to push work to agents who are Least Active or Most Available If you select Least Active, then Omni-Channel routes incoming work items to the agent with the least amount of open work
  • Routing Model in Salesforce Omni-Channel Routing
    In the routing model, you choose whether to push work to agents who are Least Active or Most Available Least Active: If you select Least Active, then Omni-Channel routes incoming work items to the agent with the least amount of open work
  • Compare the Different Types of Routing in Omni-Channel - YouTube
    In this video, you will learn about the two different type of routing - Least Active and Most Available - for incoming work in Omni-Channel You will learn how each type works, and
  • All about OmniChannel and its Configuration - Jade Global
    The routing configuration defines how omni-channel routes work to support agents In the routing model, the agents are determined by the two factors i e Least Active or Most Available Least Active: Incoming new cases are routed to the agent with the least amount of open cases
  • Setting up Skill based routing in Salesforce Omni-Channel - Blogger
    Salesforce Omni-channel feature is used to route work to agents in real time based on the routing configuration you define You can use this feature to route cases, leads, chats, social posts, custom objects etc to the users you need Configuring simple Omni-channel setup to route records to agents is complex
  • Skills-Based Routing Using Apex in Salesforce Omni-Channel
    By selecting Routing Model as ‘Most available‘, the case will be assigned to the agent that have the least work The Routing priority is one, and here I’ve hardcoded the service channel ID IsReadyForRouting is initially false until skill mapping is complete
  • A Comprehensive Guide to Salesforce Omni-Channel Routing
    Most Available Agent: Routes work to the agent with the least workload Least Active Agent : Routes work to the agent who has handled the fewest items Units of Capacity : Assign capacity for the work item (e g , 1 for chat, 2 for complex cases)
  • How capacity usage is measured when Agents are assigned to . . . - Salesforce
    If an Agent that is assigned to multiple buttons and some of those buttons use Chat (Skill) Routing (Least Active, Most Available or Choice) and other buttons use Omni Routing (an Omni associated Queue), how is capacity expected to behave?





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