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Average Time in Queue

Definition

For the contact center - The average time callers spent in the Queued and Delivery Pending states combined during the monitored period.

For a service - The average time callers associated with the selected service spent in the Queued and Delivery Pending states combined during the monitored period.

This statistic excludes interactions derived from transfers.

Calculation

When an interaction changes to the Completed state, Ivanti Voice performs the following equations.

For the contact center:

For the service associated with the interaction: