Longest Delay in Queue Metric

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

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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.


Longest wait time in queue

Reporting frequency


Example of KPI target

1 minute


Manager, Call team



Longest stay in queue

Related Metrics & KPIs

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Sales per Agent

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Telecom Subscriber Acquisition Cost

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Call Setup Success Rate (CSSR)

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