What is Queue Time?
Queue time is the duration a customer spends waiting in line before being connected to an agent. It starts after the customer enters the call center queue and ends when the call is answered or abandoned.
Why It Matters
– Long queue times lead to customer frustration and call abandonment
– Affects key performance indicators like service level and satisfaction scores
– Indicates the need for better forecasting and resource allocation
Types of Queue Time Factors
System Delays
Due to IVR navigation or system bottlenecks.
Agent Availability
Limited staffing or long handling times.
Call Prioritization
Routing logic that favors certain calls over others.
How to Reduce Queue Time
– Increase staff during peak periods
– Use skills-based or priority routing
– Enable callbacks or self-service options
– Monitor and adjust routing algorithms
Related Topics for Further Reading
– Hold Time
– Callback Queue
– Call Forecasting
– Schedule Adherence
– ACD Systems
