Schedule Work Items to Route at a Future Time

Omni-Channel routing adds scheduled delivery: a work item can be set to route at a future date and time rather than entering the queue the instant it is created.

Where

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

How

In the Route Work action, specify the future date and time at which the item should be routed. The item waits and then enters routing at the scheduled moment.

Why

Some work should not be picked up immediately — scheduled callbacks, follow-ups, or items meant for a specific shift or time zone. Scheduling routing keeps agents focused on what is actually due now.