A queue shines when it can distribute incoming calls based on it knowing agent availability. (Shameless plug: the company I work for does cloud reporting [1] for Asterisk and FreeSwitch queues - that is then whitelabelled and sold by a lot of big name telcos worldwide. Not sexy but effective!)
You get some statistics for queues but also for example you might want to only take one call at a time even if you can answer from multiple. Also Asterisk queues make it very easy to do things like 'there’s N callers waiting' etc.
