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. A queue is a number of calls that are waiting to be answered by agents in an ACD queue. The calls are usually assigned to available agents in a first-arrived, first-answered basis. The queue is the "line up" where incoming calls wait until they are answered. The queue sometimes refers to the group of agents available to answer incoming calls to an ACD queue.

Queue Display. See Readerboard.

Queue Time. See Delay.