Overview
The Longest Delay in Queue metric gives your team insight into the longest period a caller has had to wait before being handled. This metric helps your team empathize with callers, and understand the queue times.
Formula
Longest wait time in queue
Reporting frequency
Weekly
Example of KPI target
1 minute
Audience
Manager, Call team
Variations
LDQ
Longest stay in queue
Related Metrics & KPIs
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