We’ve all experienced systems that manage our place in a queue. Perhaps you’re exchanging a defective product and are asked to “take a number,” or call your bank and are told to “hold for our next representative,” or ask for help with an app and receive an email that says “your support request number is #1067239.”
Whatever the case, it’s evident you’re not the only one there. In order to apportion the attention of the small group of people providing support to the (invariably larger) group of people needing it, the folks in charge of the experience establish systems to allow for an orderly progression. Usually, it’s on a first come, first served basis — but not always. Some requests may require specialized knowledge and may be held longer or be routed to a different department.
As the person waiting in “line,” these backend machinations aren’t visible to you. All you know is you’ve got a number, so your request should eventually be attended to. How long do you have to wait? Some systems attempt to let you know, but many don’t. Knowing that yours is request number 1,067,239 doesn’t necessarily mean anything to you. Are they currently serving request number 1,067,238? Do requests progress in sequence, or are they parallel? How long does the average request take? You don’t know. You’re not told the number so you’ll know how long you’ve got to wait, but in case you need to interact with another agent of the system in the future.