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Reporting: Average Wait Time

Average Wait Time: the average amount of time (in seconds) that currently queued visitors have been waiting in the queue to be connected with an available operator.

All live and historical stats in the Reporting Dashboard are calculated over the time period determined in Queue Metric Window.

Please note that the average wait time in Reporting Dashboard is calculated differently than the visitor average queue waiting time:

  • Visitor average queue waiting time calculation is not taking into account the visitors who are currently waiting in the queue whereas the Reporting Dashboard stats are taking these active queueing visitors into account. This means that the visitor average queue waiting time is taking into account only these visitors who have "ended" the queueing, which means they either have started the engagement or they have left the queue completely and not ended up having the engagement.
  • The average queue waiting time is not updated for visitor during the enqueuing whereas Reporting Dashboard live stats are constantly updated due to taking into account also the visitors who are currently enqueuing. The visitor average queue waiting time is presented to the visitor only when entering to the queue.
  • Visitor average queue waiting time is reset to 0 whenever the amount of time determined in Queue Metric Window is exceeded. In case operator is logging in the first time in the morning and there has not been any queuing for the time period determined in Queue Metric Window, then the visitor average queue waiting time is set to 0.
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