How is the Average wait time metric calculated? How does the metric apply to the Average wait time message?
The Average wait time metric displayed on the Zendesk Talk dashboard is calculated in two ways:
- Actively waiting calls in the queue (after passing through the initial greeting), under Current queue activity.
- A day period from 00:00 to 23:59, under the Overview table.
The Average wait time metric calculates all calls that passed the initial greeting and averages those times throughout a 24 hour period.
The Average wait time message plays only when the average wait time is over two minutes long, and only plays once. To confirm if the average wait time passed two minutes, check the metric with the same name under the Overview table. This message queues based on each individual line's Average wait time metric.