Wait Time
AKA: Avg Wait Time, Max Wait Time, Estimated Wait Time
| Statistic Name | Description | Function/Formula |
API Name |
|
Wait Time |
|
Maximum, Minimum, Average |
|
|
Estimated Wait Time |
The current expected wait time that an interaction will wait in the queue until it is accepted by an agent. The calculation is based on how long the interaction has been waiting in the queue and the average time to answer for the last 15 minutes. The average is rolling for the last 15 minutes and is weighted towards the present. After the wait time is calculated, the value is rounded up to the minute. For example, if the calculation returns 25 seconds, the Estimated Wait Time is one minute. |
|
estimated-wait-time |
Included in the following data sets:
Note: Some functions/formulas for this information may not be available.
Performance by Queue
Performance by Channel