Omni-Channel: Introducing Lightning Omni-Channel Routing and External Routing (Beta)

Route cases and push work to the right agent at the right time, now in Lightning Experience. Plus, use an external routing implementation with Omni-Channel. This change applies to both Lightning Experience and Salesforce Classic.
Available in: Salesforce Classic, Lightning Experience
Omni-Channel is available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions