Virtual queue

Virtual Queuing

Virtual queuing is a concept that is used in inbound call centers. Call centers utilize an Automatic Call Distributor (ACD) to distribute incoming calls to specific resources (agents) in the center. ACDs are capable of holding queued calls in First In, First Out order until agents become available. From the caller’s perspective, without virtual queuing he or she has only two choices when faced with a queue: wait until an agent resource becomes available, or abandon (hang up) and try to call again later. From the call center’s perspective, a long queue can result in many abandoned calls, repeat attempts, and customer dissatisfaction.