When a routing rule is using the escalation mode, conversations are distributed to the next routing group, in order, only if agents of the previous group have reached their maximum occupancy.

link GraphQL Schema definition

  • type RoutingModeEscalation {
  • # The size of each routing-group's waiting list
  • conversationQueueSlots: [RoutingRuleSlots!]
  • # The order of the routing group identifiers in this list determines the
  • # escalation order, the first group being the one with highest priority.
  • order: [UUID!]!
  • }