What is a Queue?
In a call center, a queue is the virtual line where incoming calls wait to be connected to an available agent. Queues are used to manage high call volumes and ensure an orderly customer experience.
Why Queues Are Important
– Organize call traffic during busy times
– Ensure calls are distributed fairly and efficiently
– Enable tracking of wait time and service levels
Types of Call Queues
Single-Skill Queue
Routes calls to agents trained in a specific area.
Multi-Skill Queue
Allows routing to agents with multiple skills.
Priority Queue
Used to prioritize VIP or urgent customer calls.
Overflow Queue
Handles excess calls when primary queue is full.
Best Practices for Queue Management
– Set clear expectations with hold time announcements
– Offer callback options or self-service
– Monitor queue metrics in real time
– Adjust staffing and routing dynamically
Related Topics for Further Reading
– Queue Time
– Call Routing
– ACD Systems
– Callback Queue
– Service Level Agreements (SLAs)
