Debesis / Knowledge base / Queue
An ordered list of open cases or waiting calls.
A queue collects cases or calls waiting to be handled and orders them by rules such as arrival time or priority.
Separate queues — for complaints, technical issues and sales — make sure requests reach the right people. The same goes for calls: those waiting get announcements, the expected waiting time or a call-back offer.
Debesis uses queues for tickets and calls alike; assignment is handled by the ACD with skill-based routing.
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