Assigning Intelligent Overflow

Use Intelligent Overflow Routing to control how calls are handled that are waiting in a skillset for an agent.

 

You can specify that a waiting call:

Intelligent Overflow Routing handles calls differently depending on the rules that you create.

Each rule is based on a mode, one or more conditions, and one or more actions.

 

NOTE: Overflow rules apply only after Routing Table steps are completed.

 

To assign Intelligent Overflow to a skillset

  1. Click the Contact Center heading.

  2. Click the Skillset List link.

    The Skillset List page appears.

  3. Click the Overflow link.

    The Overflow Rule Table page appears.

You can:

add an Intelligent Overflow rule

move an Intelligent Overflow rule

modify an Intelligent Overflow rule

delete an Intelligent Overflow rule