Insights recipe: Inbound Calls by Wait Time

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6 Comments

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

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  • Jessie Schutz
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    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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  • Kelly Johnson
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    Are these wait times in minutes or seconds (the custom ones from above)?

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  • Billy Macken
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    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!

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  • James Gross
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    Nice article, thank you! 

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  • Yahor Darashkevich
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    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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