What option allows agents to handle multiple calls efficiently?

Call queuing is the option that enables agents to handle multiple calls efficiently. This approach organizes incoming calls, placing them in a queue when all agents are busy. As agents become available, they can seamlessly take the next call in line, ensuring that no customer is dropped or ignored. This system not only maximizes the use of available agents but also improves customer satisfaction by minimizing wait times.

By managing calls this way, organizations can balance the workload among their agents, allowing each one to respond to calls at their capacity while maintaining a steady inflow of communication. In contrast, the other options, like call forwarding, mainly redirect calls to specific agents or lines; call recording focuses on documentation and training purposes; and direct calling indicates one-to-one communication, which does not inherently provide a mechanism for managing multiple calls.