How is average wait time calculated, and how does it apply to the Average Wait Time message?
Average Wait Time, as seen on the Talk Dashboard, is calculated in two ways:
- Actively waiting calls in the queue, under Current queue activity.
- A day period: 00:00 to 23:59, under the Overview table.
This metric calculates all calls that have passed the initial greeting and averages those times throughout the day.
For confirming if 2 minutes have been reached to trigger the Average wait time message, you will want to reference the metric under the Overview table.
The Average wait time message is queued based on each individual line's Average wait time metric, so make sure you are filtering by a single phone number when checking your dashboard.
|Note: The Average Wait Time listed under Current queue activity at the top of the dashboard is a real-time calculation of what's happening currently in the queue, and does not reflect when the Average Wait Time message criteria is achieved.|