What is the difference between push and pull routing?

The difference between push and pull routing is simple!

Let’s imagine the Get Case button as a big box of cases.

In the pull routing, every time an agent clicks on the Get Case button, he is taking a case out from this box into his inbox.

As for the push routing, the cases are not waiting in the box to be pulled out.

The push routing will route the case into the agent Inbox, without him clicking the Get Case button. That’s why we call this routing option “push”, as it pushes cases into agent’s inboxes. :)

Be aware that the push routing will only push cases into the agent’s inbox based on your Agent’s Occupancy settings.

If the maximum of cases in the inbox is 3 and the agent has 2 cases in the inbox, instead of waiting for the agent to click the Get Case button as the Pull routing option would, the push routing will just fill in that spot with a new case :)