Ability to delay queue to queue overflow from triggering

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The new queue to queue overflow option is great and seems to be working as intended. The one nice feature to see in the future would be an option to control or add a time delay before the IVR starts hunting for an agent assigned to one of the assigned overflow queues. This way we can force a caller to stay in a particular queue before the system automatically finds an agent from a different queue. This would give us tighter SLA controls.
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Alex Taguchi

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Posted 2 years ago

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