Use overflow to handle lengthy wait times for queues
Important
Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Admins, makers, marketers, or analysts, automatically | Dec 2023 | - | To be announced |
Business value
When contact centers face sudden spikes in customer queries in some queues, agents might not be available to respond quickly enough. To improve customer satisfaction, contact centers need to automatically transfer work items to other queues or direct customers to voicemail if the wait time is too long.
Feature details
Using overflow management, admins can:
- Set a clear and reasonable wait time limit for work items before they will be marked for overflow.
- Define a contingency plan for work items that exceed the wait time limit, such as transfer them to another queue with more agents who can address the customer request, send the call to voicemail, or arrange for a direct callback.
