• 3,000 firms
  • Independent
  • Trusted
Save up to 70% on staff

Home » Glossary » Intraflow



What is intraflow?

In the call center sector, intraflow refers to the process through which the call system identifies another set of agents to assist the primary team. It is typically used to balance workload and reduce caller delay in the call center.

Call centers can use call forwarding with intraflow in certain cases such as the final agent logging out or call waiting time being too long.

When the call waiting time in a queue hits a certain level, additional calls can intraflow without exceeding the threshold. 

Further, calls that have been in a queue for an inordinate amount of time can intraflow without exceeding the call number.

What is intraflow

Intraflow in ACD routing

In intraflow, calls are routed from one agent to another within the same automatic call distribution or ACD environment. The calls will not leave the ACD environment, unlike in interflow.

The intraflow of a queue may be configured in the same way it can be built. It can be set based on time or the call quantity received in a given queue. The system will then choose an agent group that is not overwhelmed with calls and send clients to it.

This guarantees that consumer calls are answered on time. Waiting time is reduced when calls are distributed equitably in the same environment, thus lowering the rate of abandoned calls as well.

Get Inside Outsourcing

An insider's view on why remote and offshore staffing is radically changing the future of work.

Order now

Start your
journey today

  • Independent
  • Secure
  • Transparent

About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 450+ podcast episodes, and a comprehensive directory with 3,900+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.

“Excellent service for outsourcing advice and expertise for my business.”

Learn more
Banner Image
Get 3 Free Quotes Verified Outsourcing Suppliers
3,000 firms.Just 2 minutes to complete.
Learn more

Connect with over 3,000 outsourcing services providers.

Banner Image

Transform your business with skilled offshore talent.

  • 3,000 firms
  • Simple
  • Transparent
Banner Image