Limiting a Skill's Queue Capacity

Setting a Queue Capacity Limit

Sometimes the capacity of a queue can be limited by the phone system itself via licenses or channels. However, if you'd like to set a queue capacity per skill group, you can do so with the following steps.

Configuring Max Calls Allowed in Queue

1. Navigate to the Xima CCaaS Admin Portal (Desktop Client).
2. Navigate to Contact Center Configuration > Skill Management.
3. Select a skill.
4. About halfway down the page, find Max Calls Allowed in Queue.
   • By default this is set to zero, which simply means it has not been defined — it does not mean the queue is capped at zero calls.
5. Click the ellipsis button to the right-hand side.
6. Go to Max Allowed and set your number (e.g., 20 calls).

Setting an Overflow Destination

The overflow destination determines where calls that exceed the queue threshold will go. You can send them to:

• Another skill group
• An extension — this could be a voicemail box, another group, or even an outside party if you type in the phone number

Click OK and Save your changes.