Help! Average queue time vs average speed of answer.

Hi Lariane  -

I find the glossary sometimes helpful for differentiating some of the items. You average queue time is how long calls waited before either abandoning or being connected to an agent, whereas average speed of answer is only calculated on calls that went all the way to an agent. Hope this helps!

Avg Queue Time

(Queue metrics)

 Average time inbound call spent waiting in one queue.

Avg Speed of Answer

(Segment metrics)

 Average time caller waited to be connected to an agent through the entire interaction. If sliced by queue, will show how much time on average callers wait in the particular queue for the call to be answered.

Thanks ​@Lindee Greenway !

adding the RingCX glossary here https://support.ringcentral.com/article-v2/RingCX-Analytics-Glossary.html?brand=RingCentral&product=RingCX&language=en_US for anyone who may need it in the future!

Hi ​@BeckyH and ​@Lindee Greenway ,

Thanks for your time!

I wanted to follow up regarding the Average Queue Time metric in RingCX.

Based on the documentation, it appears that Average Queue Time refers to just the waiting in queue (post-IVR) time and doesn’t include the IVR interaction time. There doesn’t seem to be a metric or toggle in the default analytics UI that splits out IVR vs queue wait specifically.

To better understand this in the context of our reporting:

• Does IVR time get counted in AQT or ASA?

• Our goal is to ensure we’re only measuring queue wait (excluding IVR time). Are there any approaches you’d recommend to get a more granular view?

Appreciate your guidance on this!

Thanks,

Lariane