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Duration of Wait Time

Average time it takes customers to be assisted from the moment they reach out through a support channel.

Duration of Wait Time

What is Duration of Wait Time?

This KPI is useful to keep an overview of the Customer Service department's performance and evolution over time. A high duration is usually an indicator of ongoing issues with your team, which may be in need of more resources or training.

Therefore, one of the department’s goals is to keep this waiting time as low as possible, in order to guarantee higher clients’ satisfaction.

You can choose to display this KPI on a daily basis, meaning that you will show the duration of wait time per day so you can compare it with the rest of the days in a week. This will allow you to get more insight into the busiest days and whether to allocate specific resources for them.

Pre-built widgets to display Duration of Wait Time

Duration of Wait Time


Duration of Wait Time

How to calculate Duration of Wait Time?
Sum(Answered Call, Duration) - Sum(Answered Call, Duration).Date(Answered at)
Supported integrations
Aircall Aircall Relatel Relatel Adversus Adversus

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