Understanding Overflow handling – Work item limit exceeds in Voice Channel – Omnichannel (Dynamics 365 Customer Service)

Say for one the Advanced Queue of type Voice we have the following Overflow handling defined (the queue has only 1 user assigned to it). i.e. Condition = Work item limit exceeds 1 Action = Voicemail And it also has an Out of operation hours condition defined. Now, if the customer calls during working hours … Continue reading “Understanding Overflow handling – Work item limit exceeds in Voice Channel – Omnichannel (Dynamics 365 Customer Service)”