A call can move between queues automatically (interflow) or manually (redirection).
Interflow
You can configure Inqueue workflows to automatically move a call from one queue to another after a specific duration. For example, you can configure your system to move a call from Queue 1 to Queue 2 if the call has not been answered within 30 seconds. Interflow occurs without any user interaction.
Redirection
Using Interactive Visual Queue, you can manually redirect a call from a queue to another queue or a dialable number.
There are two ways a call can be removed from the system. You can see the current number of times a call has moved between queues in the Queue Hops column. A call will be automatically removed from the system if its total time in the system exceeds 24 hours. The Total Time column lists the call’s duration in the system.
You may notice that the first two methods perform the same action. However, the second method is convenient when queue monitor is maximized and you want to move a call without having to resize one or more monitors.
If you right-click and redirect a call to a device other than a queue, the call will no longer be considered an ACD call for reporting purposes. If you redirect a call using either of the other two methods, the call remains an ACD call.
When you manually redirect (drag and drop) a call in Interactive Visual Queue, MiContact Center Business changes the way the call is pegged on the Queue Performance reports. If you redirect a call before the short abandon time set for the queue, the call is pegged as Unavailable. If you redirect a call after the short abandon time set for the queue, the call is pegged as Interflowed. An internal ACD call is pegged as Abandoned if the call is redirected at any time.