A is correct.
Usage
1. If a particular queue’s agents are busy and not able to accept additional work items, how do I re-assign it to another queue?
This is possible through the use of overflow configuration, in which you define a time limit for the primary queue agents' group, if any agent in that group does not respond within the time limit, the interaction will be re-assigned to another available agent group to work on.
given answer is correct.
https://docs.servicenow.com/en-US/bundle/tokyo-servicenow-platform/page/administer/advanced-work-assignment/concept/awa-overview.html
upvoted 2 times
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8 months, 3 weeks agoNokoNice
1 year agoRahulBhor
1 year, 10 months ago