In reference to the terminology used in call centers in India and across the world, an invisible queue is regarded as a call center queue where the caller is not told about his position in the queue and also, how the queue is moving or being processed. Unlike the real life queue, it is an intangible entity. You cannot touch and feel it, but it exists. It is not revealed via a Graphical User Interface (GUI). It is a thing that very much exists; however, the users do not get to see or monitor it. It is not visible to end users; thus, it is called “invisible” queue.
In layman’s language, it is a term used when callers waiting for a customer care representative to answer their calls and are not informed about how long they will have to wait.
If we compare the difference between
standing in a queue in real life and being in a queue in call center, we will
observe that in real life we can judge our position and start being happy as
the queue moves; however, it is not the case with being in an invisible queue.
In an invisible queue, you call a call center and expect instant answer;
however, when that does not happen as there are many people waiting before you,
you tend to become irritated and unhappy about the entire situation.
The resolution to handle such situation is to play live messages announcing the actual position in the queue or at least the estimated wait time before being heard or serviced.