Queue overflow

Queue overflow is the rule that decides what happens when an inbound queue gets too full or callers wait too long. Without it, people sit on hold until they give up. With it, VICIdial can hand the caller off to a backup destination instead of letting them stew.

Overflow usually triggers off the Estimated hold time or the number of callers waiting in an Ingroup. When the wait passes your limit, the next caller can be sent somewhere useful rather than added to the back of the line. This keeps your Service level from collapsing during a sudden spike of calls.

Where overflow sends people

• Another less-busy ingroup, often staffed by a different team
• A Callback queue so the caller keeps their place and gets a return call
• A direct route to a specific agent through AGENTDIRECT when the call is high value

The trick is matching overflow to your Queue priority settings. A premium customer line should overflow to live help, while a general support line might overflow to a callback. Set the limits a little low at first, watch your reports for a few days, then loosen them. An overflow that never fires is doing nothing, and one that fires constantly means you are simply short on agents.