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What's the difference between a physical queue and a virtual queue?


Asked by Coen Reid on Dec 10, 2021 FAQ



In the context of queuing, “virtual” means “not physically present”. Thus, the difference between a physical and a virtual queue is whether you need to personally line up. Let’s see how virtual queues actually work and why more and more businesses turn their attention to virtual queuing systems.
In fact,
What is a virtual queue management system? A virtual queue management system is a system that places customers in a virtual waiting line or queue, where they don’t have to physically wait in line to get a service. With a virtual queue management system, customers can wait remotely as they are not confined to any waiting spot.
Additionally, Comparing traditional and virtual queuing timelines shows the difference in the customer experience. In this first example, the customer waits in a traditional queue for 12 minutes. When he's finally connected with an agent, he talks for 3 minutes – but some of that time is spent complaining about his time spent in the queue.
One may also ask,
Webster Dictionary 1 Queue (noun) a line of people or vehicles waiting for something 2 Queue (noun) (information processing) an ordered list of tasks to be performed or messages to be transmitted 3 Queue (noun) a braid of hair at the back of the head 4 Queue (verb) form a queue, form a line, stand in line; "Customers lined up in front of the store"
Thereof,
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.