How to configure the overflow agent group?

Enabling this configuration allows that when an agents group doesn’t have available agents to answer or if nobody picks up the call, the calls are sent to the agent's group configured as overflow.

To configure an overflow agent group, you must follow these steps:

  • Go to the Agent Groups section and find the group that will receive the calls at first, and click on the edit icon. In this example is the group called Support.

  • Click on the Overflow Agent Group option

  • Select the Overflow Group, in this example it will be group we called Extended support but you can select any of your current agents' groups**.**

  • Click on the Save Changes button.

Now, when a customer calls the Support group and nobody picks up the call or there are no agents available, the call will be redirected to the Extended support group.

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