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

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7 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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