Unified Routing – Improved Overflow Routing
Microsoft has made improvements to the overflow feature in Unified Routing for Dynamics 365 Contact Center. Overflow is used to route conversations to agents when the selected queue is busy. The improvement addresses a limitation where customers could get stuck in the queue if it grows during their wait time. The new feature allows for conditions and actions to be applied to work items that are already queued, such as routing them to a different queue if they have been stuck for a certain amount of time. However, this feature is currently in preview and has limitations, such as only being able to transfer to a different queue and only allowing one condition/action pair.
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