Data Model
Longest Wait Time on Talkdesk Live™ is a contacts data model metric.
Definition
The maximum wait time for live contacts currently waiting to be answered. For the voice channel, it includes both time in queue and time ringing an agent.
Name
The default name for this widget is Longest Wait Time, but you can change it to a custom name, up to 64 characters.
Breakdown
The Longest 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 longest wait time. (See Visualization.)
Sort Capabilities
In breakdown mode, you can sort the Longest Wait Time metric by Queue and Value. You can sort the information by alphabetical order or value.
When sorting by Value (either ascending or descending), null entries are always displayed at the bottom.
Time Span
The Longest Wait Time is a real-time metric, and the time span cannot be modified.
Visualization
The default visualization for Longest 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 Longest Wait Time metric. To learn more about how to use thresholds, see Configuring Talkdesk Live Widgets: Overview.
Filters
You can filter the Longest Wait Time metric by queue. This filter applies to the queues in which the contacts are waiting.
See Configuring Talkdesk Live Widgets: Overview for important information about how widget filters are applied to metrics.