The Call Center Wait Timer found under the 'Call Center' tab displays the total wait time for a particular call queue, as seen below.
The wait time displayed within the 'Call Center' tab includes the amount of time a caller is waiting on the line before being dispatched to an agent. While a caller is waiting, they will enter different statuses, such as 'queueing' and 'ringing'.
The Queuing Status can occur for less than a second if agents are readily available at the time of the call. If all agents in the queue are busy at the time of the call, the call will stay in the queuing status for longer, depending on the call's queue order and the availability of agents logged in to the queue.
The Ringing Status occurs when there is an attempt to connect the caller with an agent, and this includes attempts to ring multiple agents. If a call enters the ringing status and cannot be connected because no agents are available, the call may revert back to the queuing status until they become available again.
To view the current call status and total duration of the status for all current callers in the queue, select the number under the 'Callers Waiting' column, as seen below.
Once selected, you will see the number (Caller ID), name, and queue status for each current caller in the queue, including the total duration the caller has been in the currently displayed status.
Note: The duration column seen within the 'Show Callers' detail pictured below is not the same as the total wait time displayed on the Call Center Queues menu pictured above. The duration displayed in the 'Show Callers' detail only accounts for the duration of the current queue status.
In the example seen above, all callers are in the 'queuing' status, and you can see how long each caller has been in this status by looking at the 'Duration' column.
Note: Keep in mind the 'Duration' column timer will reset if a caller enters another status, even if the status change occurs for a short period of time. For example, if a caller's status shows as 'queuing' while waiting in line, and then enters the 'ringing' state while attempting to connect to an available agent, the duration timer will be reset each time a status change occurs.
To view the total wait time for a call queue, please remember this number is displayed on the Call Center Queues page under the 'Wait' column, as seen below.
