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The incoming calls in queue to be answered by the call centre agent are calls in queue. The calls in queue are appointed to the free agent who is not loaded with other calls and can answer customer query soon. There are agents in call centres who look after the queuing calls, and make sure that the customers do not have to wait for long. For their efficiency, the awaiting calls are transferred to other agents so that they can look after the queries on time to avoid customer attrition.
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