Kathryn Quinn

Hi Gab, this is very helpful, thank you!

To confirm, the call wait time will be recorded even in the event the user ends up abandoning the call? In other words, the user does NOT need to be connected to an agent to "log" a wait time?

This may explain what we're seeing if we have users who ultimately decide to hang up instead of waiting, increasing the wait time while calls that are connected are quick.

Hello! I would love help understanding why sometimes the Call Wait Time is GREATER than the Answer Time? If the Call Wait time is one part of the Answer Time formula, how is this possible?

I recently noticed in Explore that a lot of our Zendesk tickets that show up in the First Resolution Drill Down don't show up in the First Reply drill down for the same time period, and same channel. Is there a reason, if a customer created the ticket, that a first reply time would not be recorded?