Glossary
Call queue – callers waiting to be answered
A call queue is the group of callers who got through but are still waiting for an available agent. The system keeps them on the line, plays music or messages, and connects them in order or by rules you set. How many people are waiting, and for how long, tells you whether you have enough staff.
Why it mattersQueue length shows whether you have enough people on the phones and how many customers may give up waiting.
Also called: phone queue, call queue
How it works
How it works
A call goes into the queue when all suitable agents are busy. The system distributes calls in order of arrival, by skill, or by customer priority, tracks wait times, and can offer a callback instead of waiting.
In CONTACT.WORK
How CONTACT.WORK handles it
Callers can hear their expected wait time and get a callback offer, and supervisors watch the queues on a real-time dashboard.
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Where to use it
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Where it appears on the site 18
Platform 3
Solutions 8
- Airlines
- Banking and insurance
- Contact center supervisors
- Delivery and logistics
- Outsourced contact centers
- Real estate
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Glossary