Your design includes Omni-Channel routing.

Efficient case distribution in Omni-Channel routing involves several key components: A. Custom Apex code can be used to develop complex routing logic that goes beyond standard configurations. B. Configuring queues with specific skills and availability ensures that cases are directed to the most appropriate agents. C. Implementing presence-based routing ensures that cases are only sent to agents who are currently available and ready to handle them. Integrating these components ensures that cases are routed efficiently, balancing workload and optimizing response times across various communication channels.

References: https://help.salesforce.com/articleView?id=omnichannel_routing.htm