Insights Recipe: Inbound Calls by Wait Time Follow

Comments

2 comments

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    Michelle Cilip

    Does this include callback requests (i.e. how long customer waited for a callback)?

  • Avatar
    Jessie - Community Manager

    Hi Michelle! Welcome to the Community!

    This metric only applies to the amount of time that a user waited in the queue. The amount of time the user waits for a callback after they hang up is not included.

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