A list of incoming contact types to be serviced by agents is defined as a:

The correct answer identifies a "Queue" as the term used for a list of incoming contact types to be serviced by agents. In Service Cloud Voice and similar customer service frameworks, a queue serves as a mechanism for managing incoming interactions. This setup allows for the prioritization and distribution of contacts—such as calls, chats, or emails—to agents based on protocol and availability.

When interactions enter the system, they are placed into a queue that is defined by the types of contacts that need to be addressed. This ensures that agents are given the appropriate contacts based on their skills and availability, ultimately contributing to faster response times and better customer service. Each queue can be tailored to specific contact types, which makes it easier for agents to manage and resolve queries efficiently.

Understanding how queues function is crucial for optimizing workflow in a customer service environment, as they directly impact both the efficiency of the agent's work and the overall customer experience. By organizing contacts in this manner, organizations can ensure targeted service delivery that aligns with their contact management strategies.