AB-250: Transforming Contact Center Experiences with AI in Dynamics 365

By Microsoft · Question Mode

QuestionQ73

Configure work distribution

A company uses Dynamics 365 Contact Center.

The company must be able to redirect work items when their maximum wait time reaches 30 seconds.

You need to configure Contact Center queues to meet these requirements.

What should you configure for each requirement?

Select
Trigger an action when wait time exceeds 30 seconds.
Redirect work to another queue.
Explanation

An overflow threshold defines when a queued work item has waited long enough for overflow handling to run. Configure 30 seconds as the threshold. The corresponding overflow action can transfer the work item to a different queue, which is a queue transfer. A fallback queue is used when route-to-queue rules do not match, rather than to handle a wait-time overflow.

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