A work queue for omni-channel routing. It names an agent pool (a resource group) and a routing model, and the routing service uses them to offer a call, case or other record to one available agent. Queues are created at Setup → Feature Hub → Service → Telephony → Queues, which is the only form with a Name field. Inbound phone routes, mailbox inbound rules (Default queue), the Queue field on a case and the Route to queue business-rule action all point at a queue. Routing only offers the work: a case's Assigned To and Owner change when the agent accepts. The routing service does not check Active or Channel Types, so both are descriptive for routing. Active does decide whether a pool's members get the call and chat dock and whether the queue shows in the supervisor backlog.
Fields
| Field | Label | Type | Required | What it does |
|---|
ChannelTypes | Channel Types | Text | | A comma-separated list of the channels the queue is meant to serve. The Setup Queues dialog offers Voice, Email, Chat, SMS, Web and a messaging-app channel, and suggests Voice for a new queue. Routing never compares the arriving channel with this list, so it is a label for administrators. On the settings-app form it is a free-text box. |
Description | Description | Text | | Free-text note on what the queue is for. Not read by routing. |
IsActive | Active | Boolean | Yes | Whether the queue is in use. An agent sees the call and chat dock only when they are in the pool of at least one active queue, and the supervisor backlog lists only active queues. Routing does not check it: an inactive queue named by a phone route, mail rule, case or business rule still routes work. Remove the queue from those places as well when you retire it. |
ResourceGroupId | Resource Group | Lookup → ResourceGroup | | The queue's agent pool: a resource group whose members are the routing candidates. A member is offered work only when their resource is active and linked to a user, their presence is Available and renewed within the last five minutes, and their open work plus the new item fits under their work limit (5 by default). A queue with no pool, or with an empty pool, leaves every item Pending. Shown as Agent pool on the Setup Queues screen. |
RoutingModel | Routing Model | PickList | | How the routing service chooses among eligible agents in the pool. Direct and Load balance both pick the agent with the least open work. Round robin picks the agent who was offered work least recently. Skill-based uses least open work, but first keeps only agents with a matching resource skill name, and only when the routing request names a skill. Blank behaves as Load balance. The Setup Queues dialog fills in Round robin for a new queue, and also for an existing queue that has no model when you edit it. Only a Direct request that names a specific resource skips the pool. Values: Direct, RoundRobin, LoadBalance, Skill. |
Actions
| Action | Label | Type | What it does |
|---|
Clone | Clone | ServerAction (Clone) | Create a copy of this record |
Delete | Delete | Delete | Delete |
DeleteEntity | Delete | Delete | DeleteEntity |
DeleteRow | Delete | Delete | DeleteRow |
EditEntity | Edit | Edit | EditEntity |
EditInLine | Edit | EditInline | Edit in page. |
EditRow | Edit | Edit | EditRow |
New | New | New | New |
