Original Queue Wait Time
This data export field displays the duration for which the caller or agent waited in the first 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 |
Original 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.
The data export report for this scenario shows that the caller waited in the original queue (Customer Service) for 60 seconds. The second row is the outbound leg of the call to Craig's connection to the caller. The third row is the outbound leg to Baz's connection to the caller.
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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 |
Detail
The data export field populates the inbound (I) and outbound (O) legs in interaction scenarios as illustrated below. See also, Communication Legs.
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 first 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 calling agent's wait duration in the first queue |
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or OUTGOING CALL initiated from the agent desktop (DTA) (1st leg) |
The calling agent's wait duration in the first 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 |