Each queue may have additional agent (skill) groups assigned to handle its calls. If you decide that the calls held in a particular queue need to overflow to an additional group, you can specify the group here and the calls overflow to the override group immediately.
Company supervisors must have the Supervisor Call Control privilege to overflow queued calls to another agent group.
The agent groups are defined by a company administrator.
Note: If you do not set an override group here, the calls overflow (if configured to do so) only when the specific criteria set by the company administrator are met, for example, when the queue reaches a certain length.
To overflow calls immediately:
Procedure #
Step 1:
Under Queues, you can see a list of all call queues that you monitor.
Step 2:
For the appropriate queue click:
More detailed information for the queue is displayed.
Step 3:
Click Set Override and specify the number of the Group to which this queue’s calls should now overflow. Each agent group is assigned a priority by the company administrator, with Group 1 being the highest-priority group. To cancel an overflow group, click Clear Override.
Parent topic: Calls management
Related reference
Queue: details