call queuing

Call queuing is a system used by organizations to manage multiple incoming phone calls efficiently. When all agents are busy, callers are placed in a virtual line, or queue, and wait their turn. This system ensures that each caller is attended to in the order received, often with updates or music while waiting. Once an agent becomes available, the next caller in line is connected. Call queuing helps prevent dropped calls, manages high call volumes effectively, and improves customer experience by providing structured and organized support.