Call Center KPI Examples | Longest Delay in Queue

Longest Delay in Queue

Measure the longest time a caller was held in the queue before being connected to a call agent.

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Formula

Longest wait time in queue

Services

CallRail Dashboard | CallRail logo Zendesk Dashboard | Zendesk logo

Role

Manager

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