What role do "call queues" play in Webex Calling?

Call queues play a crucial role in managing incoming calls within Webex Calling. When multiple callers are attempting to reach a support or service team at the same time, call queues ensure that these calls are organized systematically. Callers are placed in a virtual line, allowing them to wait for an available agent to answer their call. This process not only enhances customer experience by reducing wait times and ensuring that calls are handled in an orderly manner, but it also optimizes the resources of the organization by allowing agents to manage their time effectively when dealing with multiple calls.

By utilizing call queues, organizations can effectively balance call traffic, provide timely service, and improve overall customer satisfaction, as callers know their place in the queue and can be given estimated wait times.