- Data Model
- Definition
- Calculation
- Name
- Breakdown
- Sort Capabilities
- Time Span
- Visualization
- Threshold
- Filters
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
For Voice:
- Total wait time of inbound contacts ÷ Count of inbound contacts
For digital channels:
- The average time inbound interactions wait for their first reply.
- Sum of First Response Times of inbound interactions ÷ Number of inbound interactions with First Response Time.
Name
The default name for this widget is Avg. Wait Time, but you can change it to a custom name, up to 64 characters.
Breakdown
The Avg. Wait Time metric can be broken down by queue and by channel. When the breakdown is applied, the widget displays a list of queues (or channels), along with the corresponding service level for each.
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.
When sorting by Value (either ascending or descending), null entries are always displayed at the bottom.
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
- Custom Start Time
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 "Custom Start Time" time span allows to define the exact time when a metric resets and begins counting each day, based on the dashboard's timezone settings.
Visualization
The default visualization for Avg. Wait Time is Metric.
If the queue breakdown is selected, the visualization will automatically change to List.
Threshold
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
You can filter the Avg. Wait Time metric by the queue and channels.
The “Queues” filter applies to the queues in which the contacts arrived.
The ”Channels” filter applies to the channels from which interaction comes. Channels include:
- Voice
- SMS
- Chat
- Facebook Messenger
- Digital Connect
See Configuring Talkdesk Live Widgets: Overview for important information about how widget filters are applied to metrics.