What is a Queue?

Overview

A Queue is a call distribution system that holds incoming calls in a line and routes them to available agents based on a predefined strategy. Queues are the backbone of call center operations.

How It Works

1. A call enters the queue (via a DID bridge, IVR option, etc.)
2. The caller hears music on hold (MOH) while waiting
3. The queue system checks for available agents
4. When an agent becomes available, the call is connected based on the distribution strategy
5. If no agent is available within the timeout, a fallback action is taken

Key Features

• Multiple distribution strategies (round-robin, ring-all, longest-idle, etc.)
• Skills-based routing
• Music on hold
• Queue position announcements
• Timeout and fallback routing
• Agent monitoring (spy, whisper, barge)

Related Articles

• Queue Screen Walkthrough
• Creating a Queue
• Queue Strategy