The Customer Wait Time by Channel report can help you understand how well your team is performing against your metrics related to how long Customers wait to get help from an Agent.
How Data in the report is measured #
The report is measured by the following:
Grouping
- Grouped by Customer.
Time Anchor
- Data is time anchored using Contact fulfilled at in the UI.
Metrics used for the Customer Wait Time by Channel report #
Click on the description to review the definition of each metric and how it’s used to calculate data.
| Metric | Description | Comments |
| Avg. Wait Time (Minutes) | Average time of how long Customers are waiting to receive help from an Agent. | |
| Channel Filter | Filter by Channel where the Customer waited. | CSV only |
| Inboxes Filter | Filter by Inbox where the Customer waited | CSV only |
| Channel | Channel where the Customer waited. | CSV only |
| Fulfilled Contacts | Number of inbound Contacts that was fulfilled. | CSV only |
| Fulfilled Contacts within SLA | Number of inbound Contacts that were filled within the SLA. | CSV onlyThe Inbox that sets the service level on the inbound item determines the Inbox attribution. If you filter by Inbox on this report, the report will aggregate all items for which this Inbox set the service level. |
| Wait Time (Minutes) | Total time that your Customers were waiting before the Contact request was fulfilled. | CSV onlyThe Inbox that sets the service level on the inbound item determines the Inbox attribution. If you filter by Inbox on this report, the report will aggregate all items for which this Inbox set the service level. |
How the Customer Wait Time by Channel report is filtered #
Use these filters to modify the data in your report. Using a combination of filters will also provide more targeted results. You can learn more about filters here.
Date
- When filtering by date, the report will list all Customers who have been helped and their Contacts fulfilled.
Rollup
- When changing the rollup filter (e.g., Daily), the report will show you Customers that waited helped for each day based on your Date filter. For example, if your Date filter is Aug 8-10, and the rollup is Daily, then you’ll see Customers that waited on Aug 8, 9, and 10.
Channels
- Indicates the Channel the Contact was fulfilled through.
Inbox
- Refers to the Inbox where the Contact was when it was fulfilled.
How to use the Customer Wait Time by Channel report #
The Customer Wait Time by Channel report can provide multiple data points based on how you slice and dice the data. Below are a couple of examples.
Download the CSV version of the report then follow up with the filters below.
| Scenario | Column Filters |
| What is the average wait time for our email Channel before they receive help? | Pick a date/rangePick a rollup (daily, weekly, etc.)Channel filter = EmailInbox = All Inboxes or select specific Inboxes Use the Avg. Wait Time (Minutes) column to check wait times. Use a different Channel filter to see the wait time for the selected Channel. |
| How do I check the overall wait time for all Channels? | Pick a date/rangePick a rollup (daily, weekly, etc.)Channel filter = All ChannelsInbox = All Inboxes or select specific Inboxes Use the Avg. Wait Time (Minutes) column to check wait times. |
FAQs #
I can’t see the report in table view; Why?
When generating the report, the table view is not available if you are using half-hourly, or daily filter aggregation.
What should I do if our wait times are generally high across all Channels?
If you notice that wait times are increasing over time or are showing an inconsistent performance, you might not be meeting your SLAs (see the Customer Attainment report) and providing the best Customer experience you can provide. Think of the following possible reasons:
- If wait time has increased, did the number of Agents you have working change? Are there fewer Agents working but you have a spike of inbound requests?
- Did your handle time (see Active Conversation Handle Time report) increase? This could indicate a change in the difficulty of situations being handled by Agents.
- To get your wait times back on the right track, you could:
- Adjust your staffing model and increase the number of Agents working. You may simply not have enough Agents working to handle the volume of incoming requests.
- Look into offering other self-service options so can customers can help themselves. For example, if you seeing an increase in wait time and request volume due to a known issue, you can be more proactive in communicating with your customers and reduce the need to contact you for an update.
Seems like our wait times are generally good. What else should we look out for?
If you notice that your average wait times are meeting or exceed your target wait time metrics, you are doing an excellent job ensuring your Customers are helped in a timely manner. You can:
- Reward your team for meeting the performance target!
- Be bolder with your goals and challenge your team to create an even better customer experience by further reducing wait times
- Consider adjusting your staffing model and reduce the number of agents working as you may be overstaffed. This could also mean adding a different Channel for your Agents to work in since it seems like they have the capacity to handle more requests.
