Queue Time

Queue Time

The time from when an interaction enters a queue until the work is either accepted by an agent or the caller abandons.

Note the difference between this statistic and Time to Answer, which requires an agent to start a conversation. With Queue Time, an agent can accept an interaction before a conversation starts.

Minimum, Count

Avg Queue Time

For the given date range, the average amount of time that elapsed from when an interaction entered a queue until the work was either accepted by an agent or the caller abandoned.

Average Queue Time is formatted in days, hours, minutes, and seconds (dd:hh:mm:ss).

Queue Time is different than Time to Answer. Queue Time doesn't require that an agent starts a conversation. If an interaction is removed from the queue, but an agent rejects the work and the interaction goes back into the queue, Queue Time is reset while Time to Answer is not.

Average

Max Queue Time

For the given date range, the maximum amount of time that elapsed from when an interaction entered a queue until the work was either accepted by an agent or the caller abandoned.

Maximum Queue Time is formatted in days, hours, minutes, and seconds (dd:hh:mm:ss).

Maximum

Total Queue Time

For the given date range, the total amount of time that elapsed across interactions from when they entered a queue until the work was either accepted by an agent or the caller abandoned.

Total Queue Time is formatted in days, hours, minutes, and seconds (dd:hh:mm:ss).

Total