5
A

Reroute chat after certain time limit if none of the users are available in specific queue

Aditya Prasad Dash on 1/25/2021 4:07:51 PM
There are many queues based on team to perform certain action. When chat comes in for a specific prechat topic and all users inside that queue are busy or off, user has to wait. can we have some time limit after 5min or 10min the chat can reroute to General queue or something. This way chat initiator can be engaged.
Category: Unified Routing- Route to Queue
STATUS DETAILS
Planned
2023 Release Wave 2
Ideas Administrator

Administrator on 2/2/2024 3:07:05 PM

Thanks for your suggestion. We plan to introduce an overflow management capability that will help you transfer work items across queues in case they wait longer.

Thanks,

PM, Microsoft