Enable Overflow Resources for a Queue

After you add and save an overflow queue, you can enable or disable it at any time. Also, the saved configuration of the overflow queue applies each time you enable it, so you don't need to reconfigure it every time you use it.

For more information about how to add overflow resources to a queue, see "Add Overflow Resources to a Queue".

Here's some typical scenarios where you may need to enable overflow resources for a queue:

• Non-business hours when current resources may be unavailable.

• A holiday season when current resources have an increased workload but you still need to maintain customer SLAs.

• When queue behavior shows that your agents are unable to cope up with their workload.

Once enabled, you can choose from one or more conditions in which the overflow queues or resources are considered. When one of the specified conditions are met, Omnichannel expands the pool of agents to serve the current queue by including agents from overflow queues.

Note: You can edit a queue that's set as an overflow resource and disable it at any time. Once an overflow queue is disabled, it isn't considered when an agent is selected. The disabled queue does still appear in the list of overflow resources, though.

To enable overflow resources for a queue:

1. Sign in to the application as a service administrator or a service manager.

2. On the Home page, click the Service group icon, and then click the Queues icon.

3. On the Queues page, click the queue that you want to update.

4. On the Summary page, navigate to the Overflow Criteria section.

5. Select the Assign pending interactions to overflow resources check box.

   The overflow resources configured for this queue in the Overflow Resources tab are available to the queue.

6. Select one of the following conditions. When the selected condition is met, the overflow resources are used by the queue:

   • When no human agent is immediately available

   • When actual wait time exceeds threshold

     • Real-Time: Enter the number of seconds that must pass before a pending real-time interaction is assigned to an overflow resource. Real-time interactions include chats and videos.

     • Non-Real-Time: Enter the number of hours that must pass before a pending non-real-time interaction is assigned to an overflow resource. Non-real-time interactions include service requests.

   • When number of pending interactions exceeds threshold

     • Real-Time: Specify the threshold limit for the number of pending real-time interactions. When this limit is exceeded, the pending interactions are assigned to an overflow resource.

     • Non-Real-Time: Specify the threshold limit for the number of pending non-real-time interactions. When this limit is exceeded, the pending interactions are assigned to an overflow resource.