Breakouts
Using Interaction Plans Architect you can configure various breakout options. The following types of breakouts are available: Estimated Wait Time Breakout. If you configure a break out based on estimated wait time, if the estimated wait time for a call exceeds the configured breakout time, Vonage Contact Center routes the call to another applet. To calculate the estimated wait time, Vonage Contact Center must have at least three calls waiting in the queue. Most breakouts apply only to calls. Queue duration breakouts apply to all types of interactions, except when using Salesforce's external routing to route non-call interactions.
For information about configuring breakouts, see Configuring breakouts.
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