Queues: Dynamic Overflow Agents

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asked 11 months ago by
Category: New add-ons
Ability to dynamically add overflow agents to queues when SLA is breached. Rather than overflowing callers to another queue when callers exceed the max number of callers waiting in the queue or max hold times, why not automatically add more agents to...
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Proposal description

Ability to dynamically add overflow agents to queues when SLA is breached. Rather than overflowing callers to another queue when callers exceed the max number of callers waiting in the queue or max hold times, why not automatically add more agents to the original queue? When numbers fall below the SLA, then automatically remove the “overflow” agents from the queue.

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Posted by (Ideas: 3, Suggestions: 1)
Asked on July 6, 2018 10:14 pm
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