Components of Unified Routing
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Unified Routing is an intelligent, centralized approach to directing all customer interactions—across channels like phone, messaging, chat, or email—to the most appropriate agent or team in the shortest possible time, so customers receive prompt responses, personalized handling, and first-contact resolution with minimal transfers or repeat follow-ups.
Unified Routing is a single routing system that automatically assigns customer queries from any channel to the best-suited agent to deliver faster, seamless, and personalized resolution—ideally on the first contact.
Unified Routing is built on several core components that work together to ensure customer interactions are handled quickly, accurately, and seamlessly across channels.
Queues
Skills
Agents
Capacity Configuration
Custom Channels
Debug Console
Queues (Work Queues)
In Unified Routing, a queue is a virtual holding area that temporarily stores work items, such as cases, before they are assigned to agents. Queues provide a centralized view of all incoming cases that are waiting for assignment, as well as those that have already been routed to agents.
Queues can be configured with routing and prioritization conditions that determine how work items are ordered and selected for assignment. These conditions control factors such as case priority, routing rules, and positioning within the queue, ensuring that work is distributed efficiently and in alignment with business objectives and service requirements. For further details, see Understanding Queue in Unified Routing.
Skills
In Unified Routing, a skill represents a defined capability, area of knowledge, or expertise that qualifies an agent to manage specific types of customer interactions. Skills are used to classify and match agents with incoming work items—such as cases, chats, or calls—ensuring that customer inquiries are routed to the most appropriate available agent.
Managers can create, manage, and assign skills to individual agents or agent groups. By aligning skill assignments with business priorities and customer needs, organizations can improve routing accuracy, enhance customer experience, and optimize agent utilization. For further details, see What are Skills and how to use them ?
Agents
In Unified Routing, agents are individual users or agent groups that are enabled to receive and handle case assignments. Agents represent the workforce responsible for managing customer interactions and resolving incoming work items.
Administrators manage agents from a centralized configuration view, where they can assign and maintain routing‑related settings such as skills, capacity profiles, and voice configurations. Properly configured agents ensure that work items are routed to the most suitable resources, workloads are balanced effectively, and service performance meets defined business and customer requirements. For further details, see Agents Page.
Capacity Configuration
Capacity Configuration defines how agent workload is measured and managed in Unified Routing. Each agent is assigned a standard capacity value, typically set to 100 capacity points, which represents the maximum amount of work the agent can handle at any given time.
Incoming work items, such as cases, consume a predefined number of capacity points based on the channel or work type (for example, email, social media, or chat). These consumption values are configured per channel and determine how much capacity is deducted when a case is assigned.
By tracking and enforcing capacity usage, Unified Routing prevents agents from being overloaded, ensures fair distribution of work, and maintains service quality by routing cases only to agents who have sufficient available capacity. For further details, see Creating and Assigning Capacity Configuration to Agents.
Custom Channels
A Custom Channel in Unified Routing is a configurable routing option that allows organizations to define and manage client‑specific interaction types beyond standard, prebuilt channels. Custom channels provide a flexible framework for handling incoming calls or cases that follow unique business processes or integration requirements.
Custom channels use filtering and classification criteria to identify, categorize, and route incoming work items appropriately. By tailoring channel behavior to specific needs, organizations can ensure accurate routing, better workload management, and consistent handling of specialized customer interactions. For further details, see Custom Channels.
Debug Console
The Debug Console feature enables users to view the specific reasons cases were waiting within a queue over time. By accessing this information at the case level, administrators gain valuable historical insights to identify bottlenecks, understand queue performance, and make data-driven improvements to assignment and queue configurations. For further details, see Debug Console.
Adding Persona-Based Configuration for Unified Routing Pages
Unified Routing provides support for persona-based page associations, laying the groundwork for a more personalized PERSONA experience. Previously present as a module-level experience, Unified Routing pages can now be modelled at the persona level, enabling future persona-driven navigation while preserving existing behaviour. These changes ensure that current permission checks, role-based access controls, and routing logic continue to function unchanged, while providing a flexible and scalable foundation for aligning Unified Routing experiences with user personas.
Adding a Unified Routing Page in Persona
Perform the following steps to add a Unified Routing page in any Persona.
Perform Step 1 to Step 7 of Steps to Add Grouped Queues Screens.
Select the Menu Item from the dropdown, it displays the following options:
Unified Routing Queues.
Unified Routing Skills.
Unified Routing Agents.
Unified Routing Capacity Configuration.
Unified Routing Custom Channels.
Unified Routing Debug Console.
Select the group from the three options, where you want the menu items to appear from the Menu Item Group dropdown:
Primary
Secondary
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Click Add.
Click Update the Draft to save your changes. Click Publish to make the changes live to the users.
The selected Unified Routing page is displayed within the Persona and all the supervisors and users who have access to this Persona will be able to see and access this page.
