Why did they add a queue system for OW2

Seen many topics about being kicked back into queue and having to start a new wait and some being stuck for hours. Why was this implemented? The old game worked perfect on the system they had. is it just because it’s f2p? I’m confused. I hope they will fix this issue because it’s angering a LOT of people, myself included. Feels like I shouldn’t even waste my time waiting in queue