Overview of Routing Plan Configuration

Routing plans provide the rules to use when deciding how to route activities to resources. After you add or clone a routing plan, you must configure it. This includes defining the run schedule and creating filters that prioritize activities based on a variety of conditions and situational factors. When you configure a routing plan, your choices can have a significant influence on the routing process.

Note: It is not recommended to have more than 100 routing plans or buckets running routing plans simultaneously, for example: 1 routing plan for 100 buckets and 10 routing plans for 10 buckets. If the number of routing plans or buckets exceed this limit, it causes routing runs to be queued for processing. If your current configuration exceeds this value, you must review and adjust your routing configurations to get an efficient routing run.