⏱️ Queue AVG Waiting & Talking Time Report
Queue AVG Waiting & Talking Time report provides granular insights into the hourly, daily, and monthly breakdown of the average amount of time that callers wait in a queue, and the average amount of time that queue agents spend in talking with callers. This topic includes how to access the report and explains the key metrics in detail.
Access Queue AVG Waiting & Talking Time Report
- Log in to PBX web portal, go to Reports & Recordings > Call Reports.
- In the Report Type drop-down list, select Queue AVG Waiting & Talking Time.
- Filter data by system time, queues, call abandonment time, or tag.
- Analyze the report details displayed on the page.
Report details
The key metrics for Queue AVG Waiting & Talking Time report are shown below.
| Metric | Description |
|---|---|
| AVG Waiting Time (All Calls) | The average amount of time that all inbound calls had been waiting in the queue, regardless of whether they were answered or not. Formula: (Total Ring Duration + Retry Interval) / Total Calls |
| AVG Waiting Time (Answered Calls) | The average amount of time that answered calls had been waiting in the queue before being answered by agents. Formula: (Total Ring Duration of Answered Calls + Retry Interval) / Total Answered Calls |
| Average Talking Time | The average amount of time that agents spent talking to callers. Formula: Total Talking Time / Total Answered Calls |