How is the Average wait time metric calculated? How does the metric apply to the Average wait time message?
In the Talk Professional and Enterprise plans, the Average wait time metric displayed on the Talk dashboard is calculated in two ways:
- Actively waiting calls in the queue, 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 the day.
The Average wait time message plays only when the average wait time is over two minutes long. 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. Under Select number(s), verify if you are filtering the dashboard by a single phone number.