what is hgw mean

High Group Waiting (HGW) refers to the maximum number of calls that can be held in a queue before additional calls are rejected in a telecommunications system. HGW is a crucial metric for call centers and customer service operations to ensure efficient handling of incoming calls and to manage customer expectations effectively. It helps in balancing the workload of agents and maintaining service levels by preventing excessive wait times for callers. Monitoring and adjusting HGW levels based on call volume patterns and agent availability can significantly impact customer satisfaction and operational efficiency in the telecom industry.