Queuing in a contact center context refers to organizing incoming calls or communications in a line or queue until an available agent can handle them. This system is designed to manage call volumes efficiently, ensuring that customers are served when their calls are received or based on predefined priority rules. Queuing mechanisms often include features such as estimated wait times, the option for a callback instead of waiting on hold, and the ability to route calls to specialized agents based on the caller's needs or the complexity of the inquiry. Effective queuing is crucial for balancing customer satisfaction with operational efficiency, minimizing wait times, and optimizing resource allocation within the contact center.

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