Queues are designed to hold customer requests in sequence until a contact center representative can attend to them. Three different types of queues are available through which customers can reach your contact center: Voice, Chat, and Email. Your representatives can receive and respond to the incoming requests, one at a time, using the Call Center Agent (CCA) application.

When discussing queues, "request" and "customer request" refer to a person who is calling, emailing, or initiating a chat with your contact center.