Insights Recipe: Inbound Calls by Wait Time

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  • Michelle Cilip

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

  • Jessie Schutz

    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.

  • Kelly Johnson

    Are these wait times in minutes or seconds (the custom ones from above)?

  • William Macken

    Hi Kelly,

    All Talk-related durations are going to be in seconds by default. You can include division within the metric definition typing "/60" directly into the metric editor to convert to minutes.

    I hope this helps! Happy reporting!

  • James Gross

    Nice article, thank you! 

  • Yahor Darashkevich

    Is wait time counted as a sum for transferred calls here or they will have multiple wait times for each transfer? Thanks!


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