Virtual queue
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Virtual queue is a concept used in both inbound
This solution is analogous to the “fast lane” option used at amusement parks, such as Disney's
For small businesses, the virtual queue management solutions come in two types: (a) SMS text notification services[2] and (b) apps on smartphones and tablet devices, with in-app notification and remote queue status views.
Overview
While there are several different varieties of virtual queuing systems, a standard First In, First Out that maintains the customer's place in line is set to monitor queue conditions until the Estimated Wait Time (EWT) exceeds a predetermined threshold. When the threshold is exceeded, the system intercepts incoming calls before they enter the queue. It informs customers of their EWT and offers the option of receiving a callback in the same amount of time as if they waited on hold.
If customers choose to remain in a queue, their calls are routed directly to the queue. Customers who opt for a callback are prompted to enter their phone number and then hang up the phone. A “virtual placeholder” maintains the customers' position in the queue while the ACD queue is worked off. The virtual queuing system monitors the rate at which calls in queue are worked off and launches an outbound call to the customer moments before the virtual placeholder is due to reach the top of the queue. When the callback is answered by the customer, the system asks for confirmation that the correct person is on the line and ready to speak with an agent. Upon receiving confirmation, the system routes the call to the next available agent resource, who handles it as a normal inbound call.
Call centers don't measure this "virtual queue" time as "queue time" because the caller is free to pursue other activities instead of listening to hold music and announcements. The voice circuit is released between the ACD and the telecommunications network, so the call does not accrue any queue time or telecommunications charges.
Universal Queue
Universal queue (UQ) is concept in contact center design whereby multiple communications channels (such as telephone, fax and email) are integrated into a single 'universal queue' to standardize processing and handling, enabling coherent
UQ is generally used for standardised routing, recording, handling, reporting, and management of all communications in a contact center (or across an entire organisation).
Although UQ was discussed at least as far back as 2004, difficulties in implementing this system prevented its widespread uptake. As of 2008, there is little data available online regarding existing UQ implementations.[3][4]
Applications
Some
Various amusement parks around the world have employed a similar virtual queue system for guests wishing to queue for their amusement rides. One of the most notable examples,
Virtual queueing apps allow small businesses to operate their virtual queue from an application. Their customers take a virtual queue number and wait remotely instead of waiting on-premises.
During the
References
- ^ "4 Ways Virtual Queues are Taking Hold in Retail". Qtrac by Lavi Industries. 2021-09-03. Retrieved 2022-04-12.
- ^ "SMS Queue: Understanding the Fundamentals". Qtrac by Lavi Industries. 2021-10-12. Retrieved 2022-04-12.
- ^ "Universal Queues Are More Than Technology". Call Centre Helper. Retrieved 18 April 2017.
- ^ "Gartner Glossary: Universal Queue". Gartner.
- ^ "Virtual Queuing: How Digitizing the Waitlist Experience Makes for Better Customers". Qtrac by Lavi Industries. 2022-03-21. Retrieved 2022-04-12.
- ^ "Qudini: How to ensure customers stay safe as stores reopen".
- Dan Merriman, The Total Economic Impact Of Virtual Hold’s Virtual Queuing Solutions, Forrester Research, 2006
- David Maister, The Psychology Of Waiting In Lines, 1985
- Mukta Kampllikar, Losing Wait, TMTC Journal of Management, 2005
- Greg Levin, The Viability of Virtual Queuing Tools, CallCenter Magazine, 2006
- Eric Camulli, How to Optimize Skills-Based Routing Using a Virtual Queue, Connections Magazine, Jan/Feb 2007
- Jon Arnold, Virtual Queuing – the End of Music on Hold?, Focus, Dec 2010
- Shai Berger, Virtual Queuing Reaches A Turning Point, April 2012
- Padraig McTiernan, The Business Case for Virtual Queueing, June 2012
- Tom Oristian, Virtual Queuing Simulator, Aug 2012