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Feature Release

This is the announcement for an upcoming ASAPP feature. Your ASAPP account team will provide a target release date and can direct you to more detailed information as needed.

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Overview

Administrators can redirect the traffic from one queue to another queue based on two different rules, namely: business hours and agent availability. Business Hours Rule The chat traffic from queue A is redirected to queue B when it is later than the open operating business hours for queue B. Agent Availability Rule The chat traffic from queue A is redirected to queue B when there is no available agent serving queue A.

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Use and Impact

Queue Routing impacts in the following ways:
  • Reduce estimated wait time for end-customers
  • Support closed queues when it is a legal requirement

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How it Works

Admins can choose to redirect traffic from Queue A to Queue B based on a rule configuration which is set by an ASAPP representative.