Call queues are often considered better than call groups for several reasons:

Improved Customer Experience:

Call queues provide a more organized and structured approach to handling incoming calls. When customers are placed in a queue, they are informed about their position in line and expected wait times. This transparency helps manage customer expectations and reduces frustration. In contrast, call groups may result in a random distribution of calls to different agents, leading to inconsistencies in response times and potentially leaving customers waiting longer or being transferred multiple times.

Efficient Call Routing:

Call queues use intelligent routing algorithms to distribute calls to the most appropriate available agent. This ensures that calls are handled by agents with the relevant skills or expertise to address customer inquiries effectively. In call groups, calls are often distributed in a round-robin or simultaneous ringing fashion, which may not consider agent specialization, resulting in inefficient call handling and potential customer dissatisfaction.

Prioritization and Call Management:

Call queues offer features for prioritizing and managing calls effectively. For example, important customers or VIPs can be given priority in the queue, or urgent calls can be flagged for immediate attention. Call groups typically lack these advanced call management capabilities, making it harder to prioritize and handle calls based on specific criteria.

Reporting and Analytics:

Call queues provide comprehensive reporting and analytics features that allow businesses to track key metrics such as call volume, average wait times, and agent performance. These insights enable organizations to identify areas for improvement, optimize resource allocation, and make data-driven decisions. Call groups often have limited reporting capabilities, which can hinder performance evaluation and optimization efforts.

Flexibility and Scalability:

Call queues are highly scalable and flexible, allowing businesses to handle a large volume of calls efficiently. As call volumes fluctuate, additional agents can be added to the queue, and parameters such as wait times and overflow options can be adjusted as needed. Call groups may require manual adjustments to agent assignments and distribution methods, making it more challenging to scale and adapt to changing call volumes.


While call groups can still be suitable for certain scenarios, such as small teams or informal call handling, call queues generally offer a more organized and customer-centric approach to managing incoming calls, leading to improved customer satisfaction and more efficient call handling processes.

Contact us at Foxhall Solutions to talk about how your phone system can be reconfigured to help your customers, and to improve productivity and profits for your business.