How to send chats to a rollover department
When no agents are available in the original department, agents of rollover departments take over incoming chats.
For example, Sales goes offline at 5pm, but Customer Support stays online. You set Customer Support as the rollover department for Sales. As a result, the Sales chat button is displayed as available whenever either a Sales or Customer Support agent is logged in.
Rollover departments are set when creating or editing a department.
How does rollover affect reporting?
Since chats are not assigned from one department to another, it does not have any effect on department-level reporting.