Glossary
Queue time is a call center metric that measures how much time customer spends waiting in a call queue.
Call center queue time is considered synonymous with a call center wait time, but it isn’t. Queue time refers only to the time that is spend in a queue, so it doesn’t cover IVR interactions, which can last for a few minutes or even for ten minutes and more. Nonetheless, queue time is the most dangerous time when it comes to call abandonment – users often quit calls when theyr are in a queue, especially if they to wait longer than 40 seconds.
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