Question
How is the Average wait time metric calculated? How does that metric apply to the Average wait time message?
Answer
In Talk, the Average wait time message starts only when the average wait time is over two minutes long, and only plays once.
In Explore, the Average wait time metric displayed on the Zendesk Talk dashboard is calculated in two ways:
- Actively waiting calls in the queue after passing through the initial greeting, under Current queue activity.
- A day period from 00:00 to 23:59, under the Overview table.
The Average wait time metric calculates all calls that passed the initial greeting and averages those times throughout a 24 hour period.
To confirm if the average wait time passed two minutes, check the metric with the same name under the Overview table. This message queues based on each individual line's Average wait time metric.
Note: The Average wait time metric listed under Current queue activity is a real-time calculation of what's happening currently in the queue, and does not reflect when the Average wait time message criteria are achieved.
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