Average Time in Queue

What does average time in queue mean?

Average Time in Queue (ATiQ) tracks the average duration that all callers spend in the queue, including both the time spent waiting and any time spent interacting with IVR (Interactive Voice Response) systems or other automated processes before reaching an agent. It's a critical measure of call center efficiency, shedding light on how swiftly a call center responds to customer calls.  

A shorter ATiQ typically signals faster service, which inevitably improves customer satisfaction. This call center KPI (key performance indicator) is instrumental for managers to fine-tune call scheduling and queue management so that resources are perfectly aligned with customer demand for more effective and responsive service. 

The formula to calculate Average Time in Queue (ATiQ) is:

How to improve average time in queue 

To prevent long waiting queues and customer frustration, employ the following tips:  

• Conversational IVR: Implement AI-driven IVR that uses natural language processing to help customers solve simple issues independently. 
• Self-service: Direct customers to online portals for FAQs, troubleshooting and account management, reducing live agent dependency. 
• Skill-based routing: Route calls based on the issue's nature to the top experts, decreasing transfers and wait times. 
• Dynamic staffing: Use real-time analytics to adjust staff during peak times to prevent bottlenecks.