How it works
When agents are busy, calls wait under priority and timeout rules; queue membership alone does not guarantee an answer time. Contact-centre routing and performance metrics need to be interpreted against service targets, staffing levels and the complexity of incoming requests.
Business example
During a surge in demand, calls wait in a queue and are assigned under the configured distribution strategy.
What to consider
Agree on metric definitions and reporting periods. A single number without quality, repeat-contact and workload context can lead to misleading conclusions.