Use overflow to handle lengthy wait times for queues


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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.

Overflow handling configuration with an option to configure when wait time exceeds 5 minutes