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Customer Service vocabulary · Call Centre Operations

Queue

Meaning in customer service, with examples

/kjuː/nounCore term

In customer service, queue means: A line of calls, chats or tickets waiting to be answered, usually handled in the order they arrived.

In Turkish: kuyruk, çağrı kuyruğu, sıra

How it is used

Calls wait in a queue until an agent is free, and wallboards show how many contacts are in the queue and how long they have waited. Agents may work on a specific queue, such as billing or technical support. As a verb: "calls are queuing".

Example sentences

  1. There are 25 calls in the queue, so please keep your calls short.

  2. Your call is important to us. You are number six in the queue.

Common collocations

  • in the queue
  • call queue
  • queue time
  • join the queue
  • clear the queue
  • wait timeHow long a customer has to wait before an agent answers their call or chat.
  • abandoned callA call in which the customer hangs up before reaching an agent, usually because the wait is too long.
  • IVRInteractive voice response: an automated phone menu that greets callers and lets them choose options by pressing keys or speaking.
  • inbound callA call that a customer makes to a company, for example to ask a question, report a problem or place an order.

This word in other fields

The same English word can have a different meaning in another field:

More terms: Call Centre Operations

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