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We would like the option to configure an overflow condition if no agents are available to be assigned, so that we could decide whether to assign to another queue, end the conversation and display a message.
the trigger it hits in the routing diagnostic "waiting timeout trigger".
Business Scenario: When you do not have sufficient staffing for your chat/call center, this scenario can be frequent and we do not want customers to wait forever.
STATUS DETAILS
Under Review
Administrator on 12/29/2023 7:17:28 AM
This item is currently under review by our product management team. Please continue to add comments and discuss use cases on this thread to help us understand your needs!
Regards,
PM, Microsoft.