A call queue is the function that keeps waiting calls in order when all agents are busy and connects them to the next available person. The queue makes sure no customer is forgotten and that calls are handled fairly.
How queue handling works
- Incoming calls are placed in a queue when no one is free.
- The customer is told the wait time or position in the queue.
- The next available agent gets the call that has waited longest, unless you set priority.
Make waiting bearable
- Offer a callback instead of holding the line.
- Give clear information about the expected wait.
- Prioritise important customers via ACD.
Queue handling connects closely to service level and to callback.
FAQ
How long a queue is acceptable?
It depends on your service level. Offer a callback before the wait gets long.
Can we prioritise some calls?
Yes, important customers can be connected ahead of others in the queue.
Does the customer hear their position?
You can choose to share it, which often reduces frustration.
What happens after closing?
Calls can be routed to presence, voicemail or a callback.
Want to cut queues and keep your customers? Book a lynes demo.
