Use overflow for lengthy wait times for work items

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	-	-	Sep 2024

Business value

When contact centers face sudden spikes in customer queries in queues, agents might not be available to respond quickly. To improve customer satisfaction, overflow handling helps customers who wait for a long time by taking actions like automatically transferring work items to other queues.

Feature details

With overflow for work items in a queue, administrators can:

• Set a clear and reasonable wait time limit for work items before they are marked for overflow.
• Define a contingency plan for work items that exceed the wait time limit, such as transferring them to another queue with more agents who can address the customer request.