Longest Wait Time on Talkdesk Live™ is a contacts data model metric.
The maximum wait time of contacts currently in queue.
The default name for this widget is Longest Wait Time, but you can change it to a custom name, up to 64 characters.
The Longest 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 longest wait time. (See Visualization.)
The Longest Wait Time is a real-time metric, and the time span cannot be modified.
The default visualization for Longest Wait Time is Metric.
If the ring group breakdown is selected, the visualization will automatically change to List.
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.
You can filter the Longest Wait Time metric by ring group. This filter applies to the ring groups (queues) in which the contacts are waiting.
See Configuring Talkdesk Live Widgets: Overview for important information about how widget filters are applied to metrics.