Queue management

Queue management is optimizing the process of providing customer service to a pool of users waiting in line to talk to an agent. Depending on the channel, there are different types of queues. For instance, a user calling into a contact center has to wait in real time to talk to an agent, while a user who emails a support alias waits for the CSR to reply when they can.

Recently, CX teams have utilized AI agents to decrease wait times and prevent users from ever having to wait in a queue in the first place. Ideally, users inquiring about routine problems & issues are presented with either an AI agent equipped to handle the inquiry or self-service options, allowing them to move through their CX journey independently.