Backup/Overflow Queue

Question

I found this old feature request and I am looking to accomplish the same task. That is having an additional queue that an agent would be able to join and receive calls only if all other agents in our primary queue are busy and there is an agent available in this backup queue. Is this something that has already been added since this post or can it be achieved through other means? I'm still learning the lingo for the software, so any direction would be appreciated.

Here is the URL to the other post made 3 years ago.

Priority Queues/Weighted queues | GoTo Community

Thanks,

Simon

GlennD · Accepted Answer

Hi @SimonG-MVD, welcome to the community.

This is actually possible, but it is achieved using call queue settings. When no agents are available in the main queue you would route new calls to a 2nd (overflow) queue.