Virtual queue is a concept used in both inbound call centers and other businesses to improve wait times for users.
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.
[4] 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.
It informs customers of their EWT and offers the option of receiving a callback in the same amount of time as if they waited on hold.
When the callback is answered by the customer, the system asks for confirmation that the correct person is on the line and ready to speak with an agent.
UQ is generally used for standardised routing, recording, handling, reporting, and management of all communications in a contact center (or across an entire organisation).
[7] Insurance claims processing centers use virtual queuing to manage unforeseen peaks due to natural disasters.