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