Overflowing and interflowing interactions

The following section explains the concepts of overflow and interflow for multimedia interactions.

Once an interaction has reached a queue, it is offered to an agent group. Agents in the group are responsible for accepting the interaction. Interactions wait in queue until an agent from an assigned agent group accepts them. Overflow and interflow are two routing methods designed to reduce the length of time that interactions wait in queue

Overflowing interactions

Overflow is the process of offering an interaction, already offered to one agent group, to additional agent groups after the interaction has been waiting in queue past a set time. The amount of time before an interaction overflows is determined by an administrative configuration, and the system overflows the interaction without agent intervention.

Interflowing interactions

Interflow is the process of taking an interaction out of one queue and routing it to a different answer point, such as another queue or an external email address. Interflow is an administrative configuration occurring under specified queue conditions, and occurs without agent intervention.