Queue

What is Queue

A queue is a virtual waiting line where incoming calls and other contacts are held until an agent becomes available to handle them. Contact center queues are managed by an Automatic Call Distributor (ACD) system, which routes contacts to the appropriate queue based on predefined rules. Cloud contact center platforms provide sophisticated queue management capabilities, allowing for skill-based routing, priority queuing for VIP customers, and estimated wait time announcements. Effective queue management is essential for controlling wait times and ensuring a positive customer experience.