What is Overflow?

Handling calls beyond normal capacity.

Overflow is what happens to calls that arrive when the queue is already full or the wait is too long — diverted to another team, another site, voicemail, or an automated system. Without it, peaks become abandoned calls.

This is an industry glossary. A term defined here is not a statement that Drop AI provides it — see the pricing page for what is included.

Queue

Callers waiting for the next available person.

Abandonment rate

Share of callers who hang up before being answered.

Concurrent calls

How many calls can be in progress at once.

Call operations

More in this category

Call routing Skills-based routing Warm transfer Cold transfer Handoff Escalation Queue After-hours answering Answering service Virtual receptionist Outbound dialling Predictive dialer

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