Queue Time to Answer

AKA: Avg Queue Time to Answer, Max Queue Time to Answer, Min Queue Time to Answer

Statistic Name Description Function/Formula

API Name

Queue Time to Answer

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

Maximum, Minimum, Average

 

Included in the following data sets:

Note: Some functions/formulas for this information may not be available.

Interaction Summary

Interaction Summary by Agent

Interaction Summary by Contact Point

Interaction Summary by Flow

Interaction Summary by Queue

Interaction Detail

Interaction Detail by Queue

Agent Summary by Queue

Interaction Detail by Contact

Abandoned Channel by Day

Queue Service Level by Day

Service Level by Queue

Performance by Queue

Performance by Channel

Queue Interval Detail

Queue Sub Interval Detail

Queue Interactions

Queue Entries

Message Detail

Interaction Queue