What is Virtual Queuing?

By Hal Werner

Virtual queuing is a concept used in inbound call centers. Call centers use an Automatic Call Distributor (ACD) to distribute incoming calls to specific resources (agents) in the center. ACDs hold queued calls in First In, First Out order until agents become available.

From the caller’s perspective, without virtual queuing they have only two choices: wait until an agent resource becomes available, or hang up and try again later. From the call center’s perspective, a long queue results in many abandoned calls, repeat attempts and customer dissatisfaction.