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Overflow Behavior

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Available in Version 4.8 and up

There may be times where a record meets a router’s criteria, but there are no members available to receive the assignment due to being out of the office, at full capacity, etc.

You can specify what to do in these cases using the Overflow Behavior field of a Kubaru Router. Specifically, you can choose to do one of the following:

  • 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 specific user or queue. The assignment log will show “(Overflow)” in the Assigned To column so that the audit trail is clear.

Overflow Wait Time

Available in Version 5.3 and up

This option is available when using a skill-based router. It allows you to set the maximum time that a pending assignment should wait for users with particular skills to become available before overflow behavior kicks in.

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 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”.
  • Prior to Version 4.8, all routers exhibited the Continue Router Evaluation behavior.

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