Queue Wait Time
This data export field displays a caller's queueing wait time associated with the CONTACT action.
See also, Call Duration Charts.
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Historical Data Source |
CONTACT Actions |
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Channels |
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Size (bytes) |
8 |
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Filter |
Queue Wait Time |
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Dimension |
None |
Format
By clicking the current duration format, you can select another format, which may be more appropriate for your report.
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The 'Seconds' format shows decimal places; the 'Seconds (Integer)' format does not. |
Example
This data export report shows the series of CONTACT actions where a caller was first routed to an agent via the 'Summer Hols' queue. The agent then transferred the call to an agent via the 'Cust Service' queue. Finally, the call was routed to an agent via the 'Gen Hols' queue.
Row 1: The caller waited in the initial 'Summer Hols' queue for 4.41 seconds before being connected to agent 'cmilliband'.
Row 2: The caller, when transferred by agent 'cmilliband' to the 'Cust Service' queue, waited there for 7.16 seconds before being connected to agent 'bas'.
Row 3: This indicates that agent 'bas' was the transferring agent on the second transfer. There is no queue wait time associated with this action.
Row 4: The caller, when transferred by agent 'bas' to the 'Gen Hols' queue, waited there for 5.66 seconds before being connected to agent 'sdodd'.
Row 5: This indicates that agent 'bas' was the agent on the call before it was disconnected. There is no queue wait time associated with this action.
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Queue Wait Time |
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1906711595356543306 |
2018-07-19 16:50:46 |
initial |
transfer |
Summer Hols |
cmilliband |
4.41 |
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1906711638300490223 |
2018-07-19 16:50:45 |
consultation |
transfer_complete |
Cust Service |
bas |
7.16 |
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1906711595356543306 |
2018-07-19 16:59:21 |
transfer |
transfer |
Cust Service |
bas |
0 |
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1906711638300490385 |
2018-07-19 16:59:21 |
consultation |
transfer_complete |
Gen Hols |
sdodd |
5.66 |
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1906711595356543306 |
2018-07-19 17:07:11 |
transfer |
disconnect |
Gen Hols |
sdodd |
0 |
Note: the actions may not appear in the expected order in the data export report.
The Queue value relates to the Call ID value (the first row relates to the communication between the first pair of agents; row 4 relates to that between the second pair of agents, and the subsequent rows to the caller part of the connection).
Filter
Filter by using any of the following relational operators on your chosen value(s):
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Equal to |
Greater than |
Less than |
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Not equal to |
Greater than or equal to |
Less than or equal to |