Longest Delay

Author: CCa2z

Date: 19th October 2009

The longest delay is the call that has waited the longest in the queue whether answered or not in any time period.

The longest delay should be recorded by contact centres, together with both it's DNIS and time.

This may indicate patterns and resourcing requirements for certain numbers at certain times.  Invariably, you will discover this occurs outside peak-times but is the result of poor resourcing later in the day.


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