As discussed in Intro to call controls
, requeuing a call places that call back into a queue. This is useful in situations like when the caller’s concerns can be better addressed by a different queue.
Another situation in which you might requeue a call is if you’d like to send that call to a queue with agents that have a specific skill. Say a customer calls into your customer feedback queue but they’re requesting to speak with someone who speaks Spanish. In this case, you may choose to requeue the call to a queue for Spanish-speaking agents.