Queue Management

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? 44% of customers say they’re dissatisfied after waiting just 5–15 minutes in a queue.

1. What is Queue Management?

Queue management is the process of organizing and prioritizing customer requests, tasks, or interactions to ensure timely handling. In contact centers, it involves assigning calls or chats to agents based on availability, skills, and wait time to maintain efficiency and reduce customer wait time.

2. What is Work Queue Management?

Work queue management refers to the monitoring and distribution of operational tasks in real-time across teams or systems. It ensures that workflows are executed in priority order, reduces backlog, and enables supervisors to reassign tasks dynamically for better throughput and SLA adherence.

3. What are the 4 Types of Queues?

1. First-In, First-Out (FIFO) – Tasks served in the order received.
2. Priority Queue – Higher-priority tasks are served before others.
3. Skill-Based Queue – Routes tasks to agents with relevant expertise.
4. Time-Based Queue – Tasks queued based on time sensitivity or SLA deadlines.
   

4. Why is Queue Management Important?

Queue management is essential to reduce wait times, balance workloads, improve customer experience, and meet service-level targets. In systems like Convin, queue optimization directly impacts agent efficiency and lead conversion by ensuring the right call or task is handled at the right time.

See how Convin slashes wait times and overhaul call queues with voice‑AI