CCI allows an agency to route an application to a work queue based on the channel it was received, e.g., online applications are always routed to an online application work queue. An application may also be routed to a work queue based on the application and program type, e.g., medical assistance only applications are always routed to a medical assistance work queue. Medical assistance, food assistance, and cash assistance combined applications are routed to a combined application work queue. The agency may also configure the work queues (for example, set up different work queues and assign the user to one or more work queue) using Cúram work queue functionality. For more information on work queues, see the Cúram Workflow Overview Guide.