Understanding Call Wait Time Calculation in Zendesk
How is Call wait time calculated in Zendesk?
Call wait time in Zendesk is calculated from the moment a customer is routed in the system until they reach an agent. It does not include the time spent in the IVR or any time the customer spends on hold.
This metric can include the total duration a call spends in various queues, such as when a call is transferred from one group to another. In some cases, Call wait time may even be greater than Call answer time, especially if the call is transferred multiple times.
More related questions
What is the difference between Call wait time and Call answer time?
Call wait time and Call answer time are metrics that measure different aspects of a customer's call experience.Call answer timestarts when the customer first picks up the phone to call your number and calculates the time until the customer's…
What does Call answer time include in Zendesk?
Call answer time in Zendesk includes the initial queue wait time and the time spent in the IVR system until the customer's first connection to an agent. It also accounts for the available agent recording time. However, it does not include the time…
Why might Call wait time be greater than Call answer time?
Call wait time can sometimes be greater than Call answer time due to various factors. This can happen if a call is transferred multiple times, causing the wait time to accumulate across different queues. Additionally, if a call is abandoned in the…
Can I report on the longest Call wait time for a specific day in Zendesk?
Yes, you can report on the longest Call wait time for a specific day in Zendesk using Explore. You can build a query with the Call wait time metric, sliced by Ticket or Call ID, and filter it by the desired date. To find the longest wait time, use…
Is it possible to measure the time it takes for an agent to pick up a call in Zendesk?
Currently, Zendesk does not provide a direct metric to measure the time it takes for an agent to pick up a call once it has been routed to them. This specific interval, often referred to as 'ringing time,' is not available as a standalone metric….
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