Total Time in Queue

Definition

For the contact center - The aggregate time that all calls spent on hold and being transferred combined during the monitored period.

For a service - The aggregate time that calls associated with the selected service spent on hold and being transferred 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: