Feature Release
This is the announcement for an upcoming ASAPP feature. Your ASAPP account team will provide a target release date and can direct you to more detailed information as needed.Overview
Administrators can redirect the traffic from one queue to another queue based on two different rules, namely: business hours and agent availability. Business Hours Rule The chat traffic from queue A is redirected to queue B when it is later than the open operating business hours for queue B. Agent Availability Rule The chat traffic from queue A is redirected to queue B when there is no available agent serving queue A.Use and Impact
Queue Routing impacts in the following ways:- Reduce estimated wait time for end-customers
- Support closed queues when it is a legal requirement