Currently, you can have a max of 3 overflow conditions before a user enters the queue for the agent to pick up the conversation, but once they enter the queue, you can only have one overflow condition. This is problematic as this condition will be used for voicemail or transferring to an escalation queue. It would be helpful if we could offer a callback after a set time and still be able to force a voicemail after a longer time in the queue.

The more flexibility that's offered with these overflow conditions, the better the user experience will be for these queues.