Route Work Based on the Original Request Date

Work routing can now be prioritized by the original request date rather than the moment a record lands in a queue, preserving fairness for items that move between queues.

Where

Omni-Channel Flow Builder, inside the Route Work action.

How

In the Route Work action of your Omni-Channel flow, choose to prioritize based on the original request date. Items then keep their original age when routed or re-routed, instead of resetting their priority.

Why

When a case is re-queued, resetting its priority to the new arrival time pushes genuinely old work to the back. Routing on the original request date keeps SLA-sensitive items from being unfairly delayed.