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
    Zendesk Team Member

    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)?

  • Billy 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!

  • Dragan Dordevic

    This is more of a general wait time related question and not specific just for this report - how is exactly the wait time calculated in case an IVR is in place? For example - if someone calls, and just waits on the first greeting for 2minutes, repeatedly listening to it before choosing an option and getting to an agent, are those 2min calculated in that person's total wait time?


  • Kyle Jones
    Zendesk Customer Advocate

    Hey there Dragan,

    This metric calculates all calls that have passed the initial greeting, so in your example this wait time would be calculated after the first initial greeting. Even though they're replaying this greeting, the timer should not start until this greeting is completed and moved on from.

    I hope this helps!

  • Parth Amin

    Hey team, 

    This is great! I am looking to count # calls abandoned in Q that waited less than 10 sec to eliminate them from my SLA count. I see a metric for Chat for this already exists, however, I am looking for the same for Calls. 

    Would the following MAQL work for what I need? 

    SELECT COUNT(Call,Records of Calls) WHERE Call Completion Status = abandoned_in_queue AND (SELECT SUM(Call Wait Time) BY Call)<10

    The only reason I am not using your MAQL is that because it's looking for wait time on ALL inbound calls and I don't want any calls that were picked up within 10 secs to be counted in that metric. I strictly want to count Missed/Abandoned calls. 

    Thank you in advance!

    Update: Using my MAQL code still pulled tickets with longer wait times. For example

    Turns out the Length of the phone call time records time spent in the menu. I can accurately report that my fuction, as well as the original posters, still works even to this day. :) 

  • Romona
    Zendesk Customer Advocate

    Hi Parth,

    It looks like it should.

    Romona | Technical Support Engineer | San Francisco

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