The purpose of queuing theory is primarily to:

The purpose of queuing theory is primarily to determine the best job allocation, which entails analyzing and optimizing the flow of customer interactions and service processes. Queuing theory provides an analytical framework for understanding wait times, service efficiency, and system capacity.

By applying queuing theory, managers can identify how to allocate resources effectively to minimize wait times and improve service delivery. This ensures that employees are deployed in a manner that balances workload and service demand, increasing overall operational efficiency. Such optimization is critical for maintaining customer satisfaction and ensuring that resources are not over- or under-utilized.

In contexts where service delivery is crucial, such as in retail, healthcare, or hospitality industries, understanding how to manage queues allows organizations to better serve their customers while maximizing the effectiveness of their staff.