Virtual queue

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Virtual queue is a concept used in both inbound call centers and other businesses to improve wait times for users. Call centers use an Automatic Call Distributor (ACD) to distribute incoming calls to specific resources (agents) in the center. ACDs hold queued calls in First In, First Out order until agents become available. Virtual queue systems allow callers to receive callbacks instead of waiting in an ACD queue.

This solution is analogous to the “fast lane” option used at amusement parks, such as Disney's FastPass, in which a computerized system allows park visitors to secure their place in a “virtual queue” rather than waiting in a physical queue. In brick-and-mortar retail^[1] and the business world, virtual queuing for large organizations similar to the FastPass and Six Flags' Flash Pass, have been in use since 1999 and 2001 respectively.

For small businesses, virtual queue management can be implemented through SMS text notification services or apps on smartphones and tablet devices, with in-app notification and remote queue status views.

The online queue often referred to as a virtual-waiting-room is the brain child of UK Inventor and entrepreneur Matt King whose 2004 patented process EP1751954b1 was the first solution online to prevent visitor websurges and crashes. Before that the online queue to prevent visitor websurges and crashes was invented and patented by Masanori Kubo in 2000.^[2] The term virtual-waiting-room was coined by Akamai Technologies in 2004 for its Edge Computing web-based service to prevent visitor websurges and crashes and amongst other used by leading online ticketing agencies, proved valuable to MLB.com's (Major League Baseball) successful ticket sales.^[3]