Universal queue or UQ is a relatively advanced concept in contact center design whereby multiple communications channels (such as telephone, fax and email) are integrated into a single 'universal queue' to standardize processing and handling.
The immediate benefits of UQ include standardised routing, recording, handling, reporting, and management of all communications in a contact center (or across an entire organisation).
The immediate benefits may in turn result in others, such as increased sales, reduced overheads, cost savings and an improvement in relationships with customers and suppliers.
Although UQ was discussed at least as far back as 2004, the difficulties in implementing such a system seem to have prevented its widespread uptake. As of 2008, there is little data available online regarding existing UQ implementations.
- Universal Queue at Gartner Glossary