The main purpose of the Queue is to manage incoming calls directed to the same department based on the FIFO (First In, First Out) principle.
- When multiple callers dial in and all agents are busy, each caller is placed in a queue according to their arrival time.
- The first caller to enter the queue (the one who has been waiting the longest) will be the first to be connected to the next available agent.
- This process continues for each subsequent caller in the order of their arrival.
FIFO guarantees fairness, ensuring callers are helped based on how long they’ve waited, not on any other priority or criteria. It’s the standard queuing method in call centers for managing and distributing incoming calls.