Understanding Average Wait Time in Zendesk Talk
How is the Average wait time calculated in Zendesk Talk?
The Average wait time in Zendesk Talk is calculated based on calls that have passed the initial greeting. It averages these times over a 24-hour period.
This metric is displayed in two ways: actively waiting calls in the queue under Current queue activity, and a day period from 00:00 to 23:59 under the Overview table. The Average wait time message is triggered when this average exceeds two minutes, but it only plays once. For more details, check the metric under the Overview table.
More related questions
When does the Average wait time message play in Zendesk Talk?
The Average wait time message in Zendesk Talk plays when the average wait time exceeds two minutes. This message is based on the Average wait time metric calculated over a 24-hour period. It only plays once and is specific to each line's average…
Why might the Average wait time message be inaccurate?
The Average wait time message might seem inaccurate because it averages wait times over a 24-hour period, which can include non-business hours. This means that even if a call waits for a long time, the overall average might still be lower due to…
Can the Average wait time message be customized for business hours?
Currently, the Average wait time message in Zendesk Talk cannot be customized to reflect only business hours. The metric calculates the average over a full 24-hour period, which includes non-business hours. Users have expressed interest in a…
Why do some calls have an average wait time of 00:00:00?
Calls may show an average wait time of 00:00:00 if they are answered immediately after the initial greeting. This can happen if agents are available and respond quickly. To investigate further, you can create an Explore report using the Call wait…
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