Calculating 'Average Wait Time' in Zendesk Talk
How does Zendesk Talk calculate 'Average Wait Time'?
The 'Average Wait Time' metric calculates the average time customers are waiting in the queue, excluding the time spent on the Available agents greeting.
This metric is essential for assessing the efficiency of your call handling process and identifying potential areas for improvement in customer service. It provides a snapshot of how long customers are typically waiting before speaking to an agent.
More related questions
What is the 'Total Calls in Queue' metric in Zendesk Talk?
The 'Total Calls in Queue' metric represents the number of calls waiting for an agent in the queue, including both callers on the line and callback requests. This metric is crucial for understanding the current demand on your call center and helps…
What does 'Agents Online' mean in Zendesk Talk?
'Agents Online' refers to the number of agents who are currently online and available to take Talk calls. Agents in the 'away' state are counted as online, but calls will not be routed to them. This metric helps in understanding the availability of…
What is the difference between 'Total Inbound Calls' and 'Regular Inbound Calls'?
'Total Inbound Calls' includes all types of inbound calls, such as callbacks, forwarded calls, overflow calls, text-back calls, and voicemail calls. 'Regular Inbound Calls' specifically refers to standard inbound calls without these additional…
How is 'Average Duration Time' calculated in Zendesk Talk?
'Average Duration Time' measures the average length of a call once it is connected to an agent. It does not include time spent in the queue or in the IVR. This metric is useful for understanding the typical interaction length between agents and…
Can Zendesk API extract call leg information?
Yes, the Zendesk API can export call leg data using the Incremental Call Legs Export API. This includes details such as completion status and agent ID for the agent leg of the call. This functionality is particularly useful for detailed reporting…
What does 'Abandoned in Queue' mean in Zendesk Talk?
'Abandoned in Queue' refers to the total number of calls where the customer hung up while waiting in the queue. This metric is available for Professional and Enterprise plans. Monitoring this metric helps in understanding customer patience and…
How can I report on agent availability in Zendesk Explore?
Currently, agent availability metrics such as 'Time online', 'Time Available', and 'Total Time away' are not available for reporting in Zendesk Explore. This limitation means that while you can track call-level information, detailed agent…
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