> ## Documentation Index
> Fetch the complete documentation index at: https://docs.get2dial.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Queues

> How Get2Dial distributes an inbound call to one of a queue's member agents, and the strategies you can pick.

A queue holds an inbound call and distributes it to one of its member agents according to a
strategy you choose. It's how Get2Dial answers "which agent gets this call?"

## How it works

A call reaches a queue through a [routing rule](/inbound/route-an-inbound-number) (directly,
or by way of an IVR menu). The queue then picks a member agent using its **strategy**:

| Strategy         | How it picks an agent                                                                                       |
| ---------------- | ----------------------------------------------------------------------------------------------------------- |
| **Round robin**  | Offers the call to eligible members in a fixed order (member priority, then how long they've been a member) |
| **Least busy**   | Offers the call to eligible members in the same fixed order as round robin                                  |
| **Skills-based** | The same fixed order, but restricted to members who hold every one of the queue's required skills           |

<Note>
  Round robin and least busy currently select an agent the same way — skills-based is the only
  strategy that changes *who's eligible*, not just the order. If you need a specific rotation
  or true idle-time-based selection, that's not available today; member **priority** (higher
  goes first) is the only ordering lever you have.
</Note>

If no member is available within the queue's **max wait**, the call goes to the queue's
**overflow target** — another destination, such as a ring group or voicemail.

## When to use it

Use **skills-based** when only some agents are qualified for certain calls — a language or
product-line requirement, for example. Round robin and least busy are equivalent today, so
picking between them is not a meaningful decision — use whichever name matches your team's
own vocabulary.

## What it affects

The queue's **service level** target (seconds and percentage) is what your reports and
wallboard measure against — see [Metric definitions](/reference/metric-definitions). Music
on hold plays a default track, or a track you select, while a caller waits.

## Limits and constraints

There is no limit on how many queues a workspace can have. See
[Limits and quotas](/reference/limits-and-quotas).

## Next steps

<CardGroup cols={2}>
  <Card title="Create a queue" href="/inbound/queues/create-a-queue" />

  <Card title="Route an inbound number" href="/inbound/route-an-inbound-number" />

  <Card title="Configure queue overflow and fallback" href="/inbound/queues/queue-overflow-and-fallback" />
</CardGroup>