質問
平均待機時間メトリックはどのように計算されますか?このメトリックは平均待機時間メッセージにどのように適用されますか?
回答
Talkでは、平均待機時間メッセージは、平均待機時間が2分を超えた場合にのみ開始され、1回だけ再生されます。
Exploreでは、Zendesk Talkダッシュボードに表示される平均待機時間メトリック は、次の2つの方法で計算されます。
平均待機時間メトリックは、最初のメッセージを通過したすべてのコールを計算し、それらの時間を24時間の平均値で示します。
平均待機時間が2分を経過したかどうか確認するには、概要テーブルで同じ名前のメトリックを確認します。このメッセージは、個々の回線の平均待機時間メトリックに基づいてキューに入れられます。
メモ:現在のキューアクティビティの下に一覧表示される平均待機時間メトリックは、現在キュー内で何が発生しているかをリアルタイムで計算したものであり、平均待機時間メッセージの基準にいつ達したかは反映されません。
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15件のコメント
Arianne Batiles
Hi Seacret,
Unfortunately, it's not possible to change the average wait time in the greeting as of this time.
The Average wait time metric calculates all calls that passed the initial greeting and averages those times throughout a 24-hour period. If you wish to see the data on inbound calls by wait time, you may follow this recipe: https://support.zendesk.com/hc/en-us/articles/4408838623002-Explore-recipe-Inbound-calls-by-wait-time.
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Arianne Batiles
Hi Nick Blauvelt,
The Average wait time metric calculates all calls that passed the initial greeting and averages those times throughout the day. I can't conclude any reason at this time other than your agents may all have been online during the specific period and answered the call in under a minute.
May I know the average wait time you see under the Overview table? You may also create an Explore report using the metric Call wait time and add the ticket ID as an attribute to see which calls have a call wait time of zero.
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Kym Valenzuela
Our callers are being told the average wait time is 2 minutes, when in fact it is over 20 minutes. This is happening to our priority customers. How do we correct this to have the actual average wait time quoted?
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Nick Blauvelt
What are the common reasons for a call to have an average wait time of 00:00:00? These calls have a handle time, duration, wrap up time, etc, but the wait time is 0. Aside from someone answering the call before it enters the queue, excluding abandoned calls, why would a call have a wait time of 0?
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Dane
This is definitely a good feature to have. Would you mind posting your use case to our Feedback on Talk topic? We have a template you can copy and use in your post. Thanks!
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Chel
I've just had an escalation call with one of our clients who absolutely hates the "average wait time" feature because it's rarely accurate during peak times and because it doesn't provide any updates throughout the wait. I would love to see a more accurate average wait time be added and/or for the phone system to provide updates throughout the wait.
Another great feature would be to prompt the caller to leave a message every so often so that if they no longer want to wait, they know what to press. I've advised that they just need to press 1 to get routed to voice mail but they often don't remember that if they've been waiting for 30+ minutes and still haven't had their call answered.
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Dave Dyson
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Myron
Ditto on wanting to see an Average Wait Time for business hours, or to the Talk Schedule, re: Objects & Rules, Schedules. Does anyone know a way?
1
Dane
We appreciate the feedback regarding the average wait time message. I have already marked this as an official feedback and will be reviewed by our Product Managers.
Regarding the 8 minutes maximum message for average wait time, it also uses the 24 hour average call wait time. Furthermore, it does not have a set limit. You can verify it be creating a Talk Dataset Query using the metric Call Wait Time.
With this simple report you can breakdown your average wait time for the 24 hour period. If you have discovered that there is a different message that was provided in the message compared to your report. Feel free to submit a ticket and we'll look into it directly.
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Benny Samuel
Dane Adriano Thank you for your response. I hope Zendesk knows how ridiculous this metric is, and how useless it is, and how aggravating it is to us clients, as well as our customers. First of all, if you tell us on our live dashboard that the current wait time is 25 minutes, that's the true wait time, and that's what the customer should hear. There's no rationalizing that. Secondly, there's no value in calculating a non-business hour, and things should be configurable enough that we can checkmark what our hours are so that it includes or excludes a zero-wait time at 4am when we're closed.
I still haven't received a true response for why our callers hear 8 minutes as the max. 8 minutes would only make sense (according to Zendesk logic) if for that 24 hour period thus far, the average was taken down to 8 minutes max. I ran the numbers for 2/3/22, when we had our highest call volume with majority of customers having close to 20 minute wait time on average (according to your query's wait time metric for those hours). If I look at the wait time for the entire day of our business hours, the average wait time is 19.8 minutes! Not 8 minutes. Even if I pretend we had 200 calls from midnight to 9pm, and each were only 0.1 minutes of wait time, the total average wait time for those fake 200 calls plus our real ones still is 16.7 minutes. Not the 8 minutes our callers are being told. Our callers are being told by Zendesk that their wait time is half of what it really is. And we're the ones who then have to deal with the irate customers. This should be resolved ASAP. It's not a nice-to-have, its a deficiency and inaccuracy in your current process.
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