Review queue
The short, ordered list of calls, findings and drafts that need a person’s judgment before anything else happens.
Use this definition in team training or when clarifying a sales note.
Definition
A review queue collects what a person has to look at: a call flagged because a callback may have been promised and not made, a finding marked can’t tell, a drafted follow-up waiting for approval, a customer who asked to stop being contacted. Each item carries its reason and a link to the moment behind it, so the reviewer can decide in seconds.
A working queue is ordered by what costs the most to leave, not by when it arrived. A customer waiting on a promised call comes before a coaching note, and anything with a deadline shows it. Items leave the queue with a decision: confirmed, dismissed, sent, assigned to a rep or saved for coaching.
Why it matters
Flags that go into a list nobody clears become noise, and the team learns to ignore them. Keep the queue short enough to clear every day, give each item one owner, and track how long items wait. A queue that keeps growing means the rules that fill it are too broad, which is fixed by tightening the rules rather than by asking someone to read faster.