What are call queues used for in Webex Calling?

Call queues in Webex Calling are primarily utilized to distribute incoming calls to agents effectively. When a call comes into a queue, it is placed in a waiting area where it can be managed based on the configured routing strategies. This ensures that when an agent becomes available, the call is directed to them, optimizing the handling of customer interactions.

This system helps organizations manage call traffic efficiently, allowing for smoother customer services and quicker response times. By utilizing call queues, businesses can scale their operations, ensuring that every incoming call can be addressed without overwhelming individual agents.

Options focusing on call recording, restricting calls, or enhancing video calls do not align with the core function of call queues. These options reflect different aspects of call management or features within the Webex ecosystem that do not relate directly to the distribution of calls among agents.