Queue AVG Waiting & Talking Time

'Queue AVG Waiting & Talking Time' report provides information about the average amount of time that callers are waiting in a queue, and the average amount of time that an agent spends in handling calls. The report helps you to identify the peak times of queue calls, and allocate your agent accordingly. This topic describes the report details, and shows you a report example.

Report details

The Queue AVG Waiting & Talking Time includes a graph and a table that shows the following information for each queue:

Parameter	Description
Average Waiting Time	The average amount of time that it takes for an incoming call to be distributed to an agent.
Average Talking Time	The average amount of time that a caller talks to an agent.

Report example

The following report shows the daily average waiting & talking time