Jo Irvine avatar image
Jo Irvine asked

Call handling when no agents are logged in

This happened today. There were no live agents signed into the call queue. The queue is set to allow a maximum hold time of 5 minutes before being redirected to a secondary queue. The caller sat in the queue for 5 minutes before being redirected, even though there were no agents logged in. How can I set this to redirect immediately if no agents are logged in?

call queues
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