Maximum Time in Queue

Definition

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

For a service - The longest time callers associated with the selected service spent in the Queued and Delivery Pending states 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 operations.

For the contact center:

Ivanti Voice sums up the time the interaction spent in the Queued and Delivery Pending states, and compares the sum with the current value of this statistic for the entire contact center. If the sum is greater than the current value, Ivanti Voice changes the value to the sum; if not, the value stays the same.

For the service associated with the interaction:

Ivanti Voice sums up the time the interaction spent in the Queued and Delivery Pending states, and compares the sum with the current value of this statistic for the service. If the sum is greater than the current value, Ivanti Voice changes the value to the sum; if not, the value stays the same.