Hi, I have a question raised by a customer regarding time spent in queue.

Why are these times different?

The number after the queue name is that time spent in queue? But why are the "phone" time then 0:07? Shouldn't they be the same?

I Think:

phone time = time that interaction is offered to agent (alerting)

queue time = time that interaction was in queue

That sounds reasonable, anyone from Genesys that can confirm?

But 0:07 sec sounds like a long time for the agent to take the call, but that can be another reason for that.

I am a reasonable guy :)

https://help.mypurecloud.com/articles/accept-a-call/

Yes, this is correct. The first timer indicates the amount of time the call has been in the current state (alerting, connected, disconnected, etc.). The second timer indicates the amount of time the customer has spent in the current queue. Once connected, this timer should stop incrementing.

@Josh Rucker? thanks.

Does the secound timer starts when the call hits the inqueue call flow?

So it will include time spent listning to prompts in the inqueue call flow?

An example, if you have a 5sec prompt in the inqueue call flow, and there are no calls waiting in queue. And then the call reaches an agent, will the secound timer state 5sec or 0?