When is the Average wait time message triggered in Talk?

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  • Jesper

    Great to have this feature! I’m just wondering if I can find any examples on how this is appear for the costumers? Would be great if you can get any voice recordings on this and how to change the message to our own recordings.

    Kind regards, 
  • Dan Kondzela
    Zendesk Customer Advocate

    Hi Jesper, thanks for your post, great question.

    I hate to be the bearer of bad news but that particular recording is not currently workable. The message is a system default that is not customizable, and will play at the beginning of the customer's time in the queue if the average wait time hits 2 minutes.

    I apologize for the inconvenience here, but I would always recommend making your opinion on these features heard on our Product Feedback Page: https://support.zendesk.com/hc/en-us/community/topics/200132066-Product-feedback

  • Sebastiaan Wijchers
    Community Moderator


    We've done some testing with this functionality. It looks/sounds good, but the required conditions to trigger this message don't match our needs.

    Currently you need an average wait time that's higher than two minutes for the current day. In our situation it would make more sense if this message is triggered when the average wait time is higher than two minutes for the current queue. When you've had a peak in calls, the message might be played during the rest of the day, while there's no more serious wait time. You want this message to play during that peak.

    The other condition is that this is on a wait time per number base, but multiple numbers can route to the same group. So a wait time per group base would make more sense to us. This also works the other way around, certain IVR options can route to properly available groups, while other IVR options might route to a group with a high wait time.

    We've also noticed that calls that are abandoned in queue count to the average wait time on the dashboard. Those calls don't really give a representation of the average wait time, as these were never assigned to an agent.

    With kind regards,


  • Jessie Schutz
    Zendesk Team Member

    Hi Sebastiaan! Thanks for sharing your feedback! I'll be sure to pass it along. 

  • Caroline Kello
    Zendesk Product Manager

    Hey Sebastiaan,

    Totally hear what you're saying about the current queue governing the average wait time message, that's great feedback but not something we're looking at changing anytime soon but will definitely keep it in mind if we touch in and around that feature. 

    As for the wait time per group; this also makes sense but would be a bigger restructure on our part since we do structure everything around the phone number. Creating wait times per group makes sense but again would be a bigger restructure in how we view queues as a whole in Talk. 

    Appreciate the feedback! Thanks for reaching out as always :)

  • Gary

    Is the intention of the Average Wait Time messaging to set the expectation for the customer?

    We find that it can be very misleading, because it uses a 24 hour period. We go through waves of calls depending on the time of day, so the 24 hour average could be 6 minutes, while the average displayed in the Current queue activity could be close to an 1 hour. Needless to say that the message doesn't do a good job of setting realistic expectations for the customer in that scenario.

    Is there any plan to change which metric the messaging reports? Or allow for a ZD admin to select the metric the message reports? It would be great to set accurate expectations for our customers. 


  • Brett Bowser
    Zendesk Community Team

    Hey Gary,

    I reached out to our Talk team here internally and it doesn't like there's anything on the roadmap to address this at this currently. Therefore I would recommend cross-posting in our Talk Product Feedback Forum to help gauge interest from other users and to provide visibility to our Product Managers.

    Appreciate you taking the time to share this feedback with us and let us know if you have any other questions :)

  • Alexandre Charland

    When will the average wait time message be available in other languages? It does not make much sense that all the other Talk options are offered in all supported languages, but this one is only in English.

  • Andrew Chu

    Hi Zendesk team/ Shannon,

    I saw the discussion earlier about creating Average wait times metric per group. May I know as of know has it been available?

    I checked the current wordings in this article and it says "The Average wait time metric calculates all calls.." , does it mean it calculates all calls routed to all groups, or just in one single group?

    Let's say in 1 phone number there are routing options to 2 Groups A and B. If Group Customer Support A is busy with pending calls and high wait time, while Group Customer Support B is completely free with no calls, when someone connects to Group B on the same number, will they hear the Average Wait time message too? Or only those who connect to Group A?

    Appreciate your prompt response

  • Emma Löfström

    The time customer hear is not realistic as it includes the abandoned calls. The customer will always hear a much lower time than that’s actually true.


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