I'm not averaging averages, I'm totaling averages. That might be allowable. I need to make sure I have the right denominator on each though. It's a little tricky, as I may have to pull the two values from different reports, and I'll need to figure out each denominator to make sure both are kosher on their own first. And I need to figure out if I want average IVR time for calls that don't make it all the way to an agent. Both will be significant sample sizes, almost assuredly not making a difference because of our call volume. This is a decision not to be made on an empty stomach.
Thanks for the feedback. Invaluable.
Original Message:
Sent: 11-10-2025 12:13
From: Brian Jones
Subject: Average time someone waits in a queue before an agent picks up?
You're welcome. As for your question...
(can you add two averages and get an average of the two? Is that kosher? . . . )
No sir, it is not kosher to "average averages" :)
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Brian T. Jones | Ascension | Senior Specialist - Technology
Original Message:
Sent: 11-10-2025 12:07
From: John Edwards
Subject: Average time someone waits in a queue before an agent picks up?
Thank you!
I'm going around with my customer a bit to make sure I'm capturing the right thing. Rereading the discussion I need to add time in the IVR plus time in the first queue, but time in the first queue is Average Speed of Answer. So that's good news, I just need to capture Average Time In IVR (can you add two averages and get an average of the two? Is that kosher? Need to think about that . . . commutative property, right? Need to figure out abandons . . . )
Likely going to get this all built in a view or stored procedure to get it off of Power BI's ultra-slow processing speed.
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John Edwards
Original Message:
Sent: 11-07-2025 16:26
From: Brian Jones
Subject: Average time someone waits in a queue before an agent picks up?
Greeting John - Unless I'm misunderstanding the request, would the Average Speed of Answer metric give you what you're looking for?
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Brian T. Jones | Ascension | Senior Specialist - Technology
Original Message:
Sent: 11-07-2025 15:07
From: John Edwards
Subject: Average time someone waits in a queue before an agent picks up?
I run a report for each of our queues that provide a daily summary, i.e., Total Calls, Average Talk Time, Average Wait, Average Handle, etc. I use the existing Queue Performance Detail report to do this and have it delivered via email. Works like a charm.
I also want to get Average Queue Time, which is the time the person spends listening to music, after going through the Voice Menus, starting when they select their Queue of interest and ending when one of our Agents picks up the call. There is no "Average Queue Time" field in that report.
I'm guessing I can derive it, which is fine because I gobble these reports for data tables in Azure. Are the fields that I need available in that report, and can someone tell me what they are? I'm thinking it's going to be something on the lines of (Total Time Before The Agent Picks Up - Total Time In The Voice Menus) / Total Calls For The Day. I have Total Calls figured out, but I don't know which field math makes up the numerator of the equation.
How do I isolate just the time they're sitting in the queue waiting for an agent?
#Dashboards
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John Edwards
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