What is Queue?

Callers waiting for the next available person.

A queue holds callers until someone is free, usually in arrival order. Queue depth and wait time are the figures that determine abandonment, and they are the reason overflow handling exists.

This is an industry glossary. A term defined here is not a statement that Drop AI provides it — see the pricing page for what is included.

Abandonment rate

Share of callers who hang up before being answered.

Average speed of answer

How long callers wait before being answered.

Overflow

Handling calls beyond normal capacity.

Call operations

More in this category

Call routing Skills-based routing Warm transfer Cold transfer Handoff Escalation Overflow After-hours answering Answering service Virtual receptionist Outbound dialling Predictive dialer

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