Last Queue Wait Time
This data export field displays the duration for which the caller or agent waited in the last queue in a call.
See also, Interaction Duration Charts.
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Historical Data Source |
CONTACT Data Records |
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Category |
CONTACT |
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Channels |
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Size (bytes) |
8 |
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Filter |
Last 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. |
Examples
This example is for the following call scenario:
- The caller enters the Customer Service (CS) queue, which on no answer after 60 seconds, overflows to the Summer Holidays (SH) queue.
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The caller waits in the SH queue for 54 seconds before agent Craig answers the call.
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Agent Craig cold transfers the caller to the General Holidays (GH) queue.
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The caller waits in the GH queue, which on no answer after 30 seconds, overflows to the SH queue (again).
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The caller waits in SH queue for 25 seconds before agent Baz answers the call.
In the data export report for this scenario, the first row is the inbound leg from the caller and reports the last queue wait time as experienced by the caller. The caller waited in the queue through which they were finally connected (SH) for 54 + 25 = 79 seconds but only the most recent wait time of 25 seconds is recorded in this field.
The outbound legs report any queue wait times experienced by agents. We see that both rows report values of 0. This is because no agent waited in the original queue at any time during the call.
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2019-03-01 09:41:24 |
I |
Customer Service |
Summer Holidays |
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2019-03-01 09:43:13 |
O |
Customer Service |
Summer Holidays |
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2019-03-01 09:45:22 |
O |
Customer Service |
Summer Holidays |
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Total Queue Wait Time |
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1:00 |
0:25 |
2:49 |
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0 |
0 |
0 |
Craig Milliband |
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0 |
0 |
0 |
Baz Parsons |
If, in step 3 of the call scenario, Craig had warm-transferred the call instead (and taken, say, 7 seconds to do so), then the report would look like this.
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2019-03-01 09:41:24 |
I |
Customer Service |
Summer Holidays |
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2019-03-01 09:43:13 |
O |
Customer Service |
Summer Holidays |
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2019-03-01 09:45:22 |
O |
Customer Service |
Summer Holidays |
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Total Queue Wait Time |
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1:00 |
0:25 |
2:49 |
Craig Milliband |
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0 |
0:07 |
0:07 |
Craig Milliband |
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0 |
0 |
0 |
Baz Parsons |
Voice Interactions
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External |
storm |
storm user |
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Deskphone LOG IN and LOG OUT |
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The caller's wait duration in the last queue |
EXTERNAL INCOMING CALL (2 legs) |
Populated only for a warm transfer to a queue. It is the duration For which the agent waited in the queue waiting to be answered by an agent. Always 0 for a cold transfer. |
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OUTGOING CALL dialled directly from deskphone or storm DTA Web iPath (1st leg) |
The caller's wait duration in the last queue |
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or OUTGOING CALL initiated from the agent desktop (DTA) (1st leg) |
The caller's wait duration in the last queue |
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Initial called party leg (2nd leg) |
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The duration for which the agent waited in queues during warm transfers. Always 0 for a cold transfer. |
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TRANSFER of an INCOMING or OUTGOING CALL Transfer leg (3rd and subsequent legs) |
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The duration for which the agent waited in queues during warm transfers. Always 0 for a cold transfer. |
Note: when an agent warm transfers a call to a queue, it is the agent who enters the queue and then consults with the called party. In contrast, when an agent cold (blind) transfers a call to a queue, it is the caller who enters the queue waiting to be connected to an agent (the transferring agent is disconnected from the call).
Text Interactions
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External |
storm |
storm user |
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INCOMING SMS TEXT |
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OUTGOING SMS TEXT Agent-initiated or reply |
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Populated if email is actioned |
INCOMING EMAIL |
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Always 0 |
Initiate Reply Forward Followed Up |
OUTGOING EMAIL or ACTION on INCOMING EMAIL |
Ignore Delete Requeue Complete Follow Up Followed Up |
Always 0 |
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WEB CHAT |
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INCOMING SOCIAL MEDIA MESSAGE |
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SOCIAL MEDIA MESSAGE REPLY |
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 |