What Is a Queue?
A queue in a call center refers to the order that customers contact customer service and wait in “line” for an agent to respond to their call or message. The call queue is the holding point for interactions waiting to be answered by an agent.
What Is Queue Callback?
During high call volumes, some contact centers enable a feature called queue callback:
Callers may opt for an agent to call them back
Calls are returned in the order they were received
Customers do not have to wait on the phone rather than wait on hold