Use overflow for lengthy wait times for work items
Important
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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Admins, makers, marketers, or analysts, automatically | - | - | 
Sep 30, 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.
See also
Handle queue overflow (docs)