It is defined here:
https://help.mypurecloud.com/articles/queues-interactions-detail-view/ Go into the available columns area and locate the metrics section. Total Queue is "The amount of time the interaction spent waiting on an Automatic Call Distributor before connecting to an agent."
------------------------------
Ryan Legner
Staff Product Manager, Genesys Cloud CX
------------------------------
Original Message:
Sent: 01-19-2023 09:39
From: Nick Kieffer
Subject: Total Queue Definition in Queue Interaction Detail
What is the definition of this metric or the math behind it? I cannot find it anywhere on the knowledge pages but it is available as an option.
#Reporting/Analytics
------------------------------
Nick Kieffer
Simmons Bank
------------------------------