As an administrator, you can create a new routing strategy and modify the steps in a routing strategy. When modifying steps, you can create custom names for each step, adjust how long an interaction stays in each step, and instruct the platform to consider only business hours for some or all steps.
You must enable Routing mode before the platform creates the default routing strategy. As an administrator, you can enable Routing mode in the account settings if it is not already enabled. You must also give the administrator role — i.e. the credentials that you’re using — the ability to modify the routing strategy.