Glossary
What is a call queue?
Definition
A call queue is a holding line where inbound callers wait, usually in the order they arrived, until an agent becomes available to answer. When all agents are busy, the phone system places new callers in the queue and connects them one by one as lines free up. Queues typically play music or messages while callers wait and are a core feature of business phone systems and contact centers.
01How a call queue works
When a call arrives and no agent is free, the system adds it to the queue and often plays a greeting, hold music, or an estimated wait time. As agents finish calls, an automatic call distributor (ACD) pulls the next waiting caller and routes it based on rules—commonly first-in, first-out, but sometimes by priority or agent skill. The caller waits until connected, sent to voicemail, or offered a callback.
02Queue features and options
Modern queues can announce position or expected wait, offer a callback instead of holding, and overflow to another group or voicemail after a threshold. Priority rules can move important callers ahead, and skills-based routing can match callers to the best-suited agent. These options help manage caller experience during busy periods.
03Why queues matter
Call queues smooth out uneven call volume so that spikes don't result in dropped or busy signals. Their performance is measured with metrics like hold time, average speed of answer, and abandonment rate. Well-managed queues keep waits short and give callers clear options, while poorly managed ones lead to long holds and abandonment.
Frequently asked questions
What is the difference between a call queue and an IVR?
An IVR presents menus and gathers input to route calls, while a call queue is the waiting line callers sit in until an agent is available.
How can businesses shorten queue waits?
Common methods include adding staff during peaks, offering callbacks so callers don't hold, and overflowing calls to another team or an automated answering service.
See also
Related terms
Ahoya is an AI receptionist that answers every call 24/7.
Start free