Longest Delay in Queue
Measure the longest time a caller was held in the queue before being connected to a call agent.
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
Formula
Longest wait time in queue
Services
Role
Manager
