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  • 1.  Wait Time

    Posted 08-23-2023 08:59
    No replies, thread closed.

    I used to know or be able to get wait time in queue for each interaction in a report.  I can no longer see that as an option to add to any reports.  I think it was called "total wait."  Has this been removed or where do I find it?  


    #Reporting/Analytics

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    Nick Kieffer
    Simmons Bank
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  • 2.  RE: Wait Time

    Posted 08-24-2023 09:10
    No replies, thread closed.

    Using the Interactions View, filter the interactions based on queue and add the Total Queue column.  Total Queue tracks the total time the conversation spent waiting and the interactions view will list them out by each conversation.



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    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
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  • 3.  RE: Wait Time

    Posted 08-24-2023 10:36
    No replies, thread closed.

    Thank you Ryan!  For whatever reason, Total Queue was not listed in my view but when I searched for the metric in the reports you mentioned, it was an option and is now back in my view as well.  



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    Nick Kieffer
    Simmons Bank
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    Original Message


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