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Glossary

What is Interflow?

Interflow is often referred to the number of calls taken out of a queue and directed to another queue, which can be either internal or external, by the interflow technique. During excess traffic periods, the supervisor redirects incoming Automatic Call Distributor (ACD) calls to other pre-designated ACD queue. The Interflow (ENI) key permits the supervisor to redirects the call. One should note that this number does not take account of Time Overflow calls. In the scenario, where a call is Night Forwarded, then it is considered as an Interflow for the source ACD line in the Queue report.

As per the terminology used in both inbound and outbound call centers, calls that flow out of the Automatic Call Distributor (ACD) to other sites, like voice mail system or telephone numbers that are not a part of the ACD environment are called Interflow calls. When an ACD team is unable to handle heavy influx of incoming calls, the calls are inter-flowed, either manually or automatically, to another site. This feature permits calls to be re-directed to a pre-defined terminus.

There are specially designed networks to inter-flow calls. Such, networks are step-up from straight percent allocation and inter link individual sites that allow calls presented to one site to be queued at other sites. As conditions permit, calls can be transferred from an original site to a secondary site. The criteria that define what call or how calls are interflowed cover things like availability at sites and types of calls that are handled.  

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