Skip to content

Overflow and Fallback Routing

Description

Defines overflow targets — alternative queues, agent groups, or external destinations — that activate when primary queue capacity or SLA thresholds are breached. Fallback paths ensure no contact is stranded when the primary routing target is unavailable.

Canonical use case

A retailer's peak-season campaign overflows to a business-process outsourcer queue when in-house agent occupancy exceeds 90%, maintaining answer rates without manual intervention.

Open Items

  • [ ] Canon alignment — populate canon_axiom_refs or confirm no existing axiom applies
  • [ ] Dependency assessment — set dependencies_assessed: true once SA has reviewed the full chain
  • [ ] effort_estimate — replace 0 with rough engineering days (order of magnitude)
  • [ ] public_description — write the public-facing description before publishing