Allocate work items to queues based on percentage
Important
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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Admins, makers, marketers, or analysts, automatically | - | - | 
Oct 20, 2022 |
Business value
Some organizations want to allocate a specific percentage of work to a queue based on their business needs. For example, an organization may want to distribute its workload across different customer support vendors. With this feature, they can route their work items to specific queues based on the percentage allocation.
Feature details
By using the percentage-based routing capability, administrators can author route-to-queue rules, in which more than one output queue and associated percentage can be configured. During runtime, all work items that match the route-to-queue criteria will be distributed to the respective queues as per the specified percentage.
See also
Use percentage-based routing to load-balance customer service requests (blog)