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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Admins, makers, marketers, or analysts, automatically | - | - | 
Sep 30, 2024 |
Business value
When contact centers face sudden spikes in customer queries in queues, agents might not be available to respond quickly. To improve customer satisfaction, overflow handling helps customers who wait too long by taking actions like automatically transferring work items to other queues.
Feature details
When work items overflow in a queue, administrators can:
- Set a clear and reasonable wait time limit for work items before the system marks them for overflow.
- Define a contingency plan for work items that exceed the wait time limit. For example, you can set up a plan to transfer these work items to another queue that has more agents available to address the customer request.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.
Additional resources
Handle queue overflow (docs)