Avg. Wait Time

Data Model

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



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.



Wait Time for Inbound Contacts / Inbound Contacts




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




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


Sort Capabilities



In breakdown mode, you can sort the Avg. Wait Time metric by Queue and Value. You can sort the information by alphabetic order or value.


Time Span


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.




The default visualization for Avg. Wait Time is Metric.



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




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].




You can filter the Avg. Wait Time metric by the queue. This filter applies to the queues in which the contacts arrived or the queues 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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