A call queue is a group in which incoming calls are automatically distributed among participating agents. You can customize a call queue to have agents regularly live in the queue (defaulted to always be in the queue), or to sign in and out when desired. This is useful for reporting and for ensuring effective customer service and minimal wait times.
Say you have a small team of five people assigned to take incoming calls for an upcoming promotion. By placing each of them into the same call queue, when those calls come in they are automatically divvied out to each agent, ensuring that the person next in line is helped first. The admin can control all the settings, including the duration of wait time between calls.