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Longest Wait Time

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Data Model

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

 

Definition

The maximum wait time of contacts currently in queue.

 

Name

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

 

Breakdown

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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.)

 

Time Span

The Longest Wait Time is a real-time metric, and the time span cannot be modified.

 

Visualization

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The default visualization for Longest 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 Longest Wait Time metric. To learn more about how to use thresholds, see Configuring Talkdesk Live Widgets: Overview.

 

Filters

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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.

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