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Avg. Wait Time

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Data Model

Avg. Wait Time on Talkdesk Live™ is a contacts data model metric.

 

Definition

The average amount of time a contact spends in queue waiting to be answered. For voice channel, this includes both time in queue and time ringing the agent.

 

Calculation

Wait Time for Inbound Contacts / Inbound Contacts

 

Name

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The default name for this widget is Avg. Wait Time, but you can change it to a custom name, up to 64 characters.

 

Breakdown

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The Avg. Wait Time metric can be broken down by ring group (queue). When the ring group breakdown is applied, the widget will display a list of ring groups with each ring group’s respective Avg. Wait Time. (See Visualization.)

 

Time Span

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The Avg. Wait Time metric can be displayed for any of the following time intervals:

  • Last 15 minutes
  • Last 30 minutes
  • Last hour
  • Today

By default, the time span for the Avg. Wait Time metric is “Today”. The starting point for the “Today” time span is midnight of the time zone selected for the dashboard.

 

Visualization

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The default visualization for Avg. Wait Time is Metric.

 

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If the ring group breakdown is selected, the visualization will automatically change to List.

 

Threshold

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Up to three threshold rules can be set for the Avg. Wait Time metric. To learn more about how to use thresholds, see Configuring Talkdesk Live Widgets: Overview.

The Wait Time threshold is a critical factor in your Service Level target:

X% of contacts answered in Y [time period].

 

Filters

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You can filter the Avg. Wait Time metric by ring group. This filter applies to the ring groups (queues) in which the contacts arrived or the ring groups to which the contacts were transferred.

See Configuring Talkdesk Live Widgets: Overview for important information about how widget filters are applied to metrics.

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