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Call Centre Glossary - Q

Quantitative Forecasting. Using statistical techniques to forecast future events. The major categories of quantitative forecasting include Time Series and Explanatory approaches. Time Series techniques use past trends to forecast future events. Explanatory techniques attempt to reveal linkages between two or more variables. See Judgmental Forecasting.
Queue. Holds callers until an agent becomes available. Queue can also refer to a line or list of items in a system waiting to be processed (e.g., e-mail messages).
Quality of Service (QoS) Term for the set of parameters and their values which determine the performance of a connection. QoS specifies a guaranteed throughput level. For example, a QoSenabled network would automatically prioritize the use of bandwidth so that two parties can exchange video or voice information without disruption.
Queue A queue is the holding point for a number of calls or interactions that are waiting to be answered by an agent. The calls or interactions are usually assigned to available agents in a first-arrived, first-answered basis, but may also be assigned based on a company's routing strategies.
Queue Display. See Readerboard.
Queue Time. See Delay.

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