Help for agent and queue


#1

what is the exact meaning of queue?what 's the purpose to design the queue application? who can give me some scenarios using queue and agents?


#2

Imagine one Helpdesk service, where some operator(or better Agents), wait for a call. Incoming calls are directed to one number for each kind of request(like Accounting, marketing, delivery and so on). Waiting for an agent to respond, they are “queued” in pools, listening for music and other messages. When an agent who can handle the request is free, he is rung and so he is able to anwer and queue is freed
Every agent can answer to more than one queue.
Hope it can help…

Ciao
Mauro


#3

ok,i see .thank you