Administering Overflow Tasks

Access the Overflow Tasks page using the following navigation path:

PeopleTools, and then MultiChannel Framework, and then Universal Queue, and then Administration, and then Overflow MCF Tasks

This example illustrates the fields and controls on the Overflow Tasks page. You can find definitions for the fields and controls later on this page.

Use this page to manage tasks that could not be assigned to an agent within the specified overflow timeout.

Field or Control	Description
Action Timeout	Displays the time at which the overflow occurred.
Task Identifier	Displays the task identifier.
Task Type	Types include chat, email, generic, and voice (not supported).
Comments	Enter optional text commentary about the resolution of the task. For example, note that the customer sent follow-up email that was answered by an agent.
Logical Queue	Select a logical queue to which to resubmit this task.
Resubmit	Click to send the task to the specified logical queue to retry assignment. Only persistent tasks can be resubmitted; chat cannot be resubmitted.
Close without Submit	Click to close this task without sending it to retry assignment.
Detail	Click to display additional information about the task.