How does routing priority and wait time estimation work in Omni-Channel?

Routing priority determines the order in which work items are assigned to agents when multiple items are queued. Each Routing Configuration has a Priority value (lower number = higher priority) — when an agent becomes available, the system first assigns the highest-priority work item across all queues the agent belongs to. Wait time estimates in Live Agent/Messaging are calculated based on current queue depth and average handle time from historical data. Agents can also have a Capacity setting (units of work they can handle simultaneously) and a Capacity Weight per channel type, allowing fine-grained control over agent workload.