After Intelligent Overflow Routing determines what mode the skillset is in, Intelligent Overflow Routing determines what conditions apply to the call. The two possible conditions are:
Whether the timer expires. You set the length of time a call waits for an agent before the call is sent to the destination that you specify. The maximum time a call can wait is 59:59.
Whether there are agents logged on to the skillset. If there are no agents logged on to the skillset, the call is sent to the destination that you specify.
NOTE: You can select both conditions within the same rule, and the rule will apply only when both conditions are met.