Glossary
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Glossary Calls In Queue
Calls in Queue
Calls in queue are calls that enter the call center and are picked up by the Automatic Call Distributor (ACD). These calls have not yet been answered by an agent. The calls in queue are calls that are in a holding state or are being routed to an available operator. The calls that are holding remain so, waiting to be answered by a live operator. The calls in queue are answered in the order in which they come into the call center.
At AnswerConnect, we focus on consistent live-answer as opposed to an answer and hold type of service. 90-95% of the calls that come into our call center are answered by the 3rd ring. Calls not answered by the 4th ring typically do not stay in the queue longer than 20 seconds before they are answered by an agent.