3 answers
Hi Romes,This is related to Service cloud concept. "Omni-Channel is the delivery truck that routes queued work to an available agent, and as the admin, you’re the driver. Omni-Channel uses queue and routing settings to make sure that work goes to an agent who’s a good fit. And it uses capacity settings to prevent your agents from being handed too much work. So your agents don’t end up with a package that’s addressed to their neighbor, or be stuck with 10 packages and thinking “Gosh, is that delivery truck coming back with more?"Please use below url for perfect solution.https://trailhead.salesforce.com/modules/service_omnichannel/units/service_omnichannel_introKindly mark my solution as the best answer if it helps you. Regards
Mukesh
