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.