We’re seeing unexpected behavior with Queue Overflow handling for voice work items. We have a queue overflow configured to trigger after 60 seconds, but in practice it often takes close to 3 minutes before an unanswered voice call is transferred to the next queue. The documentation mentions that overflow handling can occur in batches, but we’re seeing this even when there’s only one active call in the queue. It feels like a background evaluation/scheduled process has to “pick up” the record before the transfer actually happens.
If this is expected behavior:
Is there any way to speed up the overflow evaluation/processing cycle?
Are there any settings or best practices to reduce the delay?
What are your experiences with how long a voice call actually takes to overflow/transfer to another queue compared to the configured threshold?
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