What is it?
We’ve added a new parameter called Dequeue After Timeout to each of the Queue flow notations. When this parameter is enabled, interactions wait in the queue for the configured length of time. After the amount of time passes, the interaction moves into a separate branch of the flow instead of continuing to wait in queue.
To use Dequeue After Timeout, design your flow to catch a new signal called dequeue-timeout and include a path to follow if it’s received. Connect the dequeueing path to the Disconnect notation in your main flow. If you enable Dequeue After Timeout without configuring your flow to catch the signal or continue along a separate path, an error will be thrown, and the flow will be terminated.
Flow Designers can now decide to remove an interaction from a queue after a period of time and decide to do something different with the interaction such as routing it to another/different queue or forwarding the call to a 3rd party.
Good to Know
Queue Escalations can also be used to change the target agents based on time but moving the interaction to another queue is a concept customers are familiar with and has additional reporting granularity that escalations don’t have.
If an interaction is dequeued after a timeout and the signal is not caught, then the interaction will automatically be terminated so it is important to handle catching the dequeue-timeout signal when using this feature!
Flow Designer Reference