What is a Queue?
Queue is the list of messages that your support staff receive. A customer can contact via Facebook, Twitter, E-mail, etc., for issues that they are having. The messages will show in the queue. The support team of a company mostly spends time in the queue to help serve their customers better by solving the problems they are encountering.
It is also possible to filter the queue for specific agents. For example, one of the agents might have better knowledge about a certain product, so he will be assigned the issues that he is good at solving. This way, the customer’s satisfaction level will also increase.