Total Queue Wait Time
This data export field displays the sum total duration for which the caller or agent waited in queues during 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 |
Total 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 first row is the inbound leg from the caller and reports queue wait times as experienced by the caller. We see from the report that the caller waited in the original queue (CH) for 60 seconds. The caller waited in the queue through which they were finally connected (SHs) for 54 + 25 = 79 seconds (note that only the most recent wait time of 25 seconds is recorded in the Last Queue Wait Time field). They waited in the GH queue (which was neither the original queue nor last queue) for 30 seconds. The caller's total queue wait time was therefore 60 + 79 + 30 = 169 seconds (2:49).
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 a 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 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 |
Here, it is agent Craig (and not the caller) who would be waiting in the General Holidays queue ready to consult with an agent before committing or taking back the transfer.
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 all queues |
EXTERNAL INCOMING CALL (2 legs) |
Populated only for a warm transfer to a queue. It is the duration For which the agent was 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 all queues |
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or OUTGOING CALL initiated from the agent desktop (DTA) (1st leg) |
The calling agent's wait duration in all queues |
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Initial called party leg (2nd leg) |
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The duration for which the agent waited in all 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 all 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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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 |