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
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.)
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.