Queues provide a way to organize and differentiate incoming customer requests. This is helpful for contact center representatives and managers to track, prioritize, and ensure efficient delivery of customer service.
Queues can also guarantee that each request is effectively handled by the most qualified representative available. This is achieved by assigning queues only to representatives who are trained in each specific area. For this reason, a queue can also be called a skill and the term skills-based routing refers to the automatic distribution of incoming requests to the most suitable representative.
Another major benefit with using queues is the added reporting capabilities which can provide insight into customer needs and calling behaviors. These metrics can assist in the better allocation of resources and management of your contact center.