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Invisible queue

Definition

Invisible queue definition

An invisible queue happens in a call center when the caller is unaware of their progress or how long they have to wait. 

Internally, the invisible queue enables voice agents to better manage their time handling calls. When an agent completes a call, the system will automatically take the next caller with the longest wait time. The calls are re-routed to agents based on the queuing method.

Invisible queue definition
Invisible queue definition

Invisible queue in a call center

A call center’s invisible queue is powered by a system known as an automatic call distributor (ACD). This assigns the longest-waiting caller to the next available agent so that the call can be handled. 

While the customer is waiting, they are usually subjected to instructive announcements or, more commonly, music on hold.

Callers on invisible queue can be appeased by playing messages stating the estimated wait time and the message should be updated.

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