How does queue management and overflow routing work in Service Cloud?

Queues hold cases, leads, or other records until an agent picks them up or they are assigned via Omni-Channel. Overflow routing handles situations where queue capacity is exceeded or no agents are available:

1. Cases can be routed to a secondary/overflow queue via assignment rules when the primary queue exceeds a threshold.
2. Omni-Channel routing configurations include a Routing Overflow setting (available in Enhanced Omni-Channel) that re-queues or reassigns work when no agents are available.
3. Escalation Rules provide time-based overflow by reassigning cases that sit in a queue too long. Priority settings on routing configurations ensure high-priority work reaches agents first.