fbpx

Speed Commerce

What Is an Invisible Queue?

Contact Center Glossary > Invisible Queue

Invisible Queue Definition | TLDR

An invisible queue refers to a virtual or hidden queue of tasks, requests, or transactions that are managed or processed automatically without visible indicators, ensuring seamless and efficient workflow management.

Invisible Queue Meaning

An invisible queue, also known as a virtual queue or a hidden queue, is a concept often utilized in customer service settings, particularly in contact centers, to manage incoming customer inquiries or requests more efficiently. Unlike traditional queueing systems where callers are placed on hold and wait in a visible queue until an agent becomes available, an invisible queue allows callers to continue with their normal activities without waiting on hold. Instead of waiting in a physical or audible queue, callers are placed in a virtual queue where their position and estimated wait time are tracked, but they are free to hang up and receive a callback when it's their turn to be served.

What Are Examples of Invisible Queues in a Contact Center Setting?

Let's Get Started!

A fulfillment expert will get back to you within 1-2 business days.

What We Do

Our Solutions

Speed Commerce is a leader in eCommerce services for retailers and manufacturers. We provide outsourced services for our clients. To learn more, watch this short video. 

An invisible queue, also known as a virtual queue or a hidden queue, is a concept often utilized in customer service settings, particularly in contact centers, to manage incoming customer inquiries or requests more efficiently. Unlike traditional queueing systems where callers are placed on hold and wait in a visible queue until an agent becomes available, an invisible queue allows callers to continue with their normal activities without waiting on hold. Instead of waiting in a physical or audible queue, callers are placed in a virtual queue where their position and estimated wait time are tracked, but they are free to hang up and receive a callback when it's their turn to be served.

Moreover, an invisible queue can help improve operational efficiency and optimize resource utilization within call centers or contact centers. By managing call volume more effectively and reducing the number of abandoned calls, an invisible queue allows agents to handle inquiries more efficiently and ensures that every caller receives prompt attention. This approach also enables contact centers to balance workload distribution, minimize idle time, and maintain service levels even during peak periods of call volume, resulting in a more streamlined and responsive customer service experience.

FAQs

No. Hanging up in an invisible queue won't cause you to lose your place. The system keeps track of your position and ensures you receive a callback when it's your turn, even if you hang up and call back later.

It depends. Some invisible queue systems allow you to request a callback at a specific time, while others prioritize callbacks based on agent availability. Check with the contact center to see if this option is available.

Not necessarily. While invisible queues are commonly used for phone-based interactions, they can also be implemented for other channels such as live chat or email, allowing customers to receive responses without waiting in a visible queue.

Get Started Today!

REQUEST A QUOTE

Once your request is submitted, a fulfillment expert will get back to you within 1-2 business days.

Let's Get Started

A fulfillment expert will get back to you within 1-2 business days.