Building a Simple Overflow Routing Scenario in Webex Contact Center Flow Designer

Overflow routing is a practical contact center mechanism used when the primary queue cannot handle a call under acceptable conditions. Instead of leaving the caller waiting in the same queue, the flow can evaluate queue statistics and route the call to another queue when this gives the customer a better chance of being handled.

Automating Default Exception Queue Cleanup in Cisco ECE

In Cisco ECE, email activities that cannot be processed or routed correctly may end up in the Default Exception Queue. Over time, this queue can collect activities that do not require any manual action from an agent.

A common example is technical email activity that only needs to be completed, not reprocessed or assigned to an agent.

This post shows how to automatically clean up the Default Exception Queue by using an Alarm Workflow.