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 introduces how to access the report and explains the key metrics in detail.

Access Queue AVG Waiting & Talking Time report

  1. Log in to PBX web portal, go to Reports and Recordings > Call Reports.
  2. In the Report Type drop-down list, select Queue AVG Waiting & Talking Time.

  3. Filter data by system time and queue(s).

    A report that meets the filter criteria is displayed on the page, as shown below.

Report details

The key metrics for Queue AVG Waiting & Talking Time report is 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 the 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