# QueueRoutingConfig Metadata Type for Omni-Channel > QueueRoutingConfig (queueRoutingConfigs/.queueRoutingConfig-meta.xml) defines how Omni-Channel prioritizes, sizes, and distributes work items from a Queue or Omni-Channel Flow to available agents. - Source: https://sfdxtalk.com/docs/metadata/queue-routing-config-metadata-type/ - Category: Metadata - Applies to: Salesforce Winter '27 (API version 68.0) - Level: advanced - Published: 2026-11-12 - Last updated: 2026-11-12 - Publisher: SFDX Talk Editorial (unofficial; not affiliated with or endorsed by Salesforce) - License: CC BY 4.0 (https://creativecommons.org/licenses/by/4.0/) ## Why the `QueueRoutingConfig` Metadata Type Is the Brain of Omni-Channel When an incoming Case, MessagingSession, or Lead enters an Omni-Channel [Queue](/docs/metadata/queue-metadata-type/) (or is routed via an Omni-Channel Flow), **`QueueRoutingConfig`** (`queueRoutingConfigs/.queueRoutingConfig-meta.xml`) determines: 1. **Queue Priority (`routingPriority`):** Lower numbers (`1` vs `5`) are pushed to agents first across competing queues. 2. **Agent Selection Algorithm (`routingModel`):** `LEAST_ACTIVE`, `MOST_AVAILABLE`, or `EXTERNAL_ROUTING`. 3. **Work Item Size (`capacityWeight` vs. `capacityPercentage`):** How much of an agent's capacity (defined in [PresenceUserConfig](/docs/metadata/presence-user-config-metadata-type/)) one work item consumes—including separate `pausedCapacityWeight` (API v64.0+) when status-based work is paused. 4. **Push Timeouts & Skill Fallback (`pushTimeout`, `dropAdditionalSkillsTimeout`):** How long an agent's widget rings before re-routing, and when optional skills are dropped so work doesn't stall. ```mermaid flowchart TD QUEUE["Queue
(queues/Tier1_Billing_Support.queue-meta.xml)"] --> QRC["QueueRoutingConfig
(Tier1_Billing_Routing.queueRoutingConfig-meta.xml)"] QRC --> PRIO["routingPriority: 1
routingModel: MOST_AVAILABLE"] QRC --> CAP["capacityWeight: 2.0
pausedCapacityWeight: 0.5"] QRC --> SKILL["isAttributeBased: true
dropAdditionalSkillsTimeout: 60s"] PRIO --> AGENT["Eligible Agent via PresenceUserConfig"] ``` --- ## Key Metadata Fields on `QueueRoutingConfig` | Field | Type | Required | Description | |---|---|---|---| | `label` | `string` | Yes | Display name of the routing configuration in Setup. | | `routingModel` | `RoutingModel` | Yes | `LEAST_ACTIVE`, `MOST_AVAILABLE`, or `EXTERNAL_ROUTING`. | | `routingPriority` | `int` | Yes | Priority integer (`1` is highest priority). Items from priority `1` queues always route before priority `2`. | | `capacityWeight` | `double` | Conditional | Exact unit capacity consumed by each work item (mutually exclusive with `capacityPercentage`). | | `capacityPercentage` | `double` | Conditional | Percentage (`0`–`100`) of an agent's capacity consumed by each work item. | | `pausedCapacityWeight` | `double` | No | *(API v64.0+)* Capacity units consumed while a status-based work item is in a `PAUSED` state. | | `pushTimeout` | `int` | No | Seconds before an unanswered push offer is recalled from the agent and routed to the next available agent. | | `isAttributeBased` | `boolean` | No | Enables Skills-Based Routing rules (`SkillMappingConfig`) for this routing config. | | `dropAdditionalSkillsTimeout` | `int` | No | Seconds before additional (non-mandatory) skills are dropped so any core-skilled agent can take the work item. | | `isInterruptible` | `boolean` | No | *(API v57.0+)* Marks work items from this config as interruptible by real-time channels like Voice or Chat. | --- ## Real-World XML Example (`queueRoutingConfigs/VIP_Case_Routing.queueRoutingConfig-meta.xml`) ```xml 2.0 120 false true 0.5 45 MOST_AVAILABLE 1 ``` --- ## Querying `QueueRoutingConfig` and Linked Queues via SOQL You can query `QueueRoutingConfig` in standard SOQL and join it to `Group` (`Type = 'Queue'`) to audit your entire Omni-Channel routing matrix. ### 1. Audit All Omni-Channel Routing Configurations by Priority ```sql SELECT Id, DeveloperName, MasterLabel, RoutingPriority, RoutingModel, CapacityWeight, CapacityPercentage, PushTimeout, DropAdditionalSkillsTimeout FROM QueueRoutingConfig ORDER BY RoutingPriority ASC, DeveloperName ASC ``` ### 2. Find Which Queues Use Each `QueueRoutingConfig` ```sql SELECT Id, Name, DeveloperName, QueueRoutingConfigId FROM Group WHERE Type = 'Queue' AND QueueRoutingConfigId != null ORDER BY Name ASC ``` --- ## Senior Architect Best Practices - **Link `QueueRoutingConfig` Inside Your `Queue` Metadata:** A `QueueRoutingConfig` does nothing on its own until it is referenced by `VIP_Case_Routing` inside a [Queue](/docs/metadata/queue-metadata-type/) metadata file or selected in an Omni-Channel Flow `Route Work` action. Always deploy `QueueRoutingConfig` before (or alongside) `Queue`. - **Use `MOST_AVAILABLE` When Mixing Part-Time and Senior Agents:** If senior agents have a total capacity of `10` and junior agents have a capacity of `4`, `LEAST_ACTIVE` will keep routing to a junior agent with `2` active items over a senior agent with `3` active items. `MOST_AVAILABLE` routes to the senior agent (`7` free units vs. `2` free units). ## Frequently Asked Questions ### What is the difference between Least Active and Most Available routingModel in QueueRoutingConfig? LEAST_ACTIVE routes the incoming work item to the agent holding the lowest total amount of consumed capacity, whereas MOST_AVAILABLE routes the work item to the agent with the largest remaining unused capacity (Configured Capacity minus Consumed Capacity). ### Can you set both capacityWeight and capacityPercentage on the same QueueRoutingConfig? No. A QueueRoutingConfig must specify either capacityWeight (exact unit weight consumed per work item) or capacityPercentage (percentage of the agent's total capacity consumed), never both. ### What does dropAdditionalSkillsTimeout do in a QueueRoutingConfig? When using skills-based routing with skills marked as additional, dropAdditionalSkillsTimeout specifies the number of seconds Omni-Channel waits for an agent with all skills before dropping additional skills to expand the eligible agent pool. ### How do you query QueueRoutingConfig records using SOQL? You can query the QueueRoutingConfig standard object in SOQL to inspect DeveloperName, MasterLabel, RoutingModel, RoutingPriority, CapacityWeight, CapacityPercentage, and PushTimeout. ## Official References - https://developer.salesforce.com/docs/atlas.en-us.api_meta.meta/api_meta/meta_queueroutingconfig.htm