An incoming call, fax or email to a queue is normally forwarded to the agent whose last call lies furthest in the past. It is also possible to define other distribution rules (based on the different skill levels of agents, for example). If all agents are busy, any additional calls, fax and email are placed in the queue and then distributed to the next free agent based on their priority and the waiting time.

The Wallboard, Grade of Service and the Average Times graphs provide statistical information on queues. Agents with the agent authorization level can retrieve information on the queues to which they are assigned.