What is the difference between the metrics Call wait time and Call answer time?

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11 Comments

  • Andres Garcia

    Is there a way in Explore to show a call that had the longest Call Wait time for a specific day?

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  • Gab Guinto
    Zendesk Customer Care

    Hi Andres,

    You can build a query with the native metric Call wait time, sliced by Ticket or Call ID and any other attributes that you need to display. Filter the query by the date that you need to report on. Then, head over to the Result Manipulation menu → Top/bottom, and then set the query to only display the Top 1 result. (see Creating a top/bottom filter). The report should now show the call/ticket with the highest Call wait time.

    Hope this helps. Thanks Andres!

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  • Bruno Menezes

    Hi,

    Is it possible to subtract the time spent in queue from the Call wait time so I would have just the agent routing and pick up? Is there a way to build a calculated metric for that?

    Thanks,

    Bruno

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  • Sabra
    Zendesk Customer Care

    Hey @...! The time spent in the queue is the same time it takes for the call to be routed to the agent and for them to pick up, which is the Call wait time metric. The Call wait time does not include the time spend in the IVR, rather wait time starts calculating once out of the IVR, until the time the agent picks up (assuming the call was actually routed to available agents via the options selected in the IVR). 

    In other words, subtracting "time spent in queue" from Call wait time would always be 0, as that is the same thing.

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  • Bruno Menezes

    Hey @..., thanks for getting back to me.

    I got it. Still, I am not quite sure that's what I need. What I am actually looking for is how long an agent takes to pick up a call once it has been routed to them. In other words, the call "ringing" time.

    I have marked the image below with two red arrows on the exact interval I would like to report on.

    Does that make sense? Would it be possible?

    Thanks!

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  • Sabra
    Zendesk Customer Care

    Thanks for the graphic, as that does help illustrate what you are wanting to measure. At this time, we don't have a way to report on the time it takes for the agent to accept the call once they are shown it in Zendesk. 

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  • Bruno Menezes

    No worries @.... Thanks a lot anyway :)

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  • David Fox

    I would like some help to understand Call Wait Time. In my settings, I have a maximum queue wait time of 10 minutes, or 600 seconds. Why then do I see some calls have a Call Wait Time of 800 seconds or greater? I would assume since it disregards voicemail that nothing else could really add to this number.

    The only other thing I can think of is Callback is factored into this metric, which wouldn't be very helpful as we're using Callback to alleviate the time customers wait in queue. 

    Is there a good way of showing only the time customers are actually on the line waiting for a call to be received?

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  • Dave Dyson
    Zendesk Community Manager
    Hi David,
     
    Maximum queue wait time is ignored when a call is transferred – could that explain what you're seeing? When is maximum queue wait time ignored?
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  • David Fox

    Our calls are not set up to transfer at any point. I think my issue for some reason what that I was using the metric SUM(call wait time). I changed to MAX(call wait time) and it looks much more akin to my expectations. 

    I checked this with MAX(call talk time) as well and it seems more accurate.

    Do you know why using the SUM option seems to double the listed time?

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  • Dave Dyson
    Zendesk Community Manager
    What attribute(s) are you using to slice your data? If more than one call is being considered in each calculation, then MAX would give you the maximum of those calls, but SUM would add all the wait times together.
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