Agent Wait Time
Date created: Jan 23, 2023 • Last updated: Jan 27, 2023
What is Agent Wait Time?
Agent Wait Time (Calendar) is the total combined time a ticket was in the pending status. Not to be confused with user-facing metrics such as First Response Time or Resolution Time, Agent Wait time measures the time the support agent has to wait between interactions. Task switching and waiting for replies is an inevitable part of the job but, the longer an agent has to wait for a reply, the less efficient and effective they will be at solving the problem.
Agent Wait Time Formula
How to calculate Agent Wait Time
After answering the user's ticket and waiting 4 hours to hear back, our support agent required an additional 26 hours to gather necessary information before responding to the ticket. The total Agent Wait Time was 30 hours.
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More about Agent Wait Time
To reduce Agent Wait Time, start with a fast First Response time. This reduces the Requester's Wait Time, thereby increasing the cadence. Automated reminders can also be sent to users to encourage timely replies.