A work queue for Omni-Channel routing. routingModel (Direct, RoundRobin, LoadBalance, Skill) decides how the routing service picks an agent; channelTypes is a CSV of channels the queue serves (Email/Chat/Voice/SMS/messaging apps/Web). The agent pool is NOT a member list on the queue: resourceGroupId points at a ResourceGroup whose active members (active Resource with Available presence and a linked User) are the routing candidates. Cases route here via the RouteCase action; calls carry their queueId on the Call row.
Fields
| Field | Label | Type | Required | What it does |
|---|
ChannelTypes | Channel Types | Text | | |
Description | Description | Text | | |
IsActive | Active | Boolean | Yes | |
ResourceGroupId | Resource Group | Lookup → ResourceGroup | | The queue's agent pool: a ResourceGroup whose active members (active Resource with Available presence and a linked User) are the routing candidates. |
RoutingModel | Routing Model | PickList | | How the Omni-Channel routing service picks an agent from this queue: Direct, RoundRobin, LoadBalance or Skill. 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 |
