The implementation of the virtual queue on two of five hotlines was intensively supported by the provider during the pilot phase (2016). The support is still excellent today. Even the first algorithm increased our availability in the pilot by almost 10%. Further algorithms were developed for us over the course of the pilot, so that we now have the 'Dynamic Optimizer' in use, which is perfect for us. The scaling is simple and always helps us to smooth out the respective peaks perfectly in the different seasons with different volumes. The interface adaptation when switching to Genesys Cloud also went absolutely smoothly. Translated with DeepL.com (free version)