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