Overflow Behavior

Overflow Behavior is a router setting that indicates what should happen to records if there are no members available to receive assignments due to being at capacity, unavailable, or out of office. The following options are available:

OVERFLOW BEHAVIOR	DESCRIPTION
Continue Evaluation	The record will continue to be evaluated against subsequent routers.
Stop Evaluation	The record will remain in the connected queue until a member of the router comes back online and is able to take the assignment.
Assign To User/Queue	The record will be assigned to a user or queue you specify. The assignment log will show “(Overflow)” in the Assigned To column to provide a clear audit trail.

Edit Overflow Behavior

Follow these steps to modify the overflow behavior for one or more routers:

1. Create a new router or edit an existing one.
2. Scroll to Additional Settings and click Overflow Behavior.
3. Select an option.
4. Click the Save button.

Overflow Wait Time

It’s possible to designate a wait time before records overflow for the following assignment methods:

ASSIGNMENT METHOD	DESCRIPTION
Skill-Based Assignment	If you select “Continue Evaluation” or “Assign To” as the Overflow Behavior, an optional Wait Time toggle will appear. If enabled, you’ll be able to specify how long records should wait to be assigned before overflowing. This ensures records are not waiting indefinitely for a user with the required skills to become available.
Shark Tank	If you select “Continue Evaluation” or “Assign To” as the Overflow Behavior, a required Wait Time field will appear. This defines how long records should wait to be claimed before overflowing. An optional checkbox will appear to Immediately overflow records hidden by all router members. If checked, records that are hidden by every member of the shark tank will immediately overflow.

Things to keep in mind

Assignment Matching does not operate against assignments made via the “assign to” overflow option.

Assignments made via the “assign to” overflow option do not count toward Time-Based Limits.

For routers that use Territory Assignment, overflow behavior will be used when a record’s territory is not assigned to any available router members.

For routers that use Rule-Based Assignment, overflow behavior is available when assigning to groups and is found within the router’s Rules. It will be used when a rule evaluates as true, but has no available members. If overflow behavior is “Continue Evaluation”, the next rule in that same router will be evaluated, when applicable.

For User Lookup routers, overflow behavior will be used when a looked up user is a member of the router, but is not available for assignments. If overflow behavior is “Continue Evaluation”, the next user lookup in that same router will be evaluated, when applicable.

You cannot set Overflow Wait Time when Overflow Behavior is set as “Stop Evaluation”.