PrairieFyre Time in System and Time in queue

[derelict]

Hi All,

Can anyone explain to me the difference between the time in system and the time in queue please?
I would assume that the time in system begins the moment that ACD system receives a call, and then it might take a few moments while it routes to the correct queue at which time the time in queue begins. Can anyone confirm this for me please, and where I can pull a report that will tell me of the time in system?

Many Thanks,

Derek

[ZuluAlpha]

You can have multiple queues on the same system so it's possible for a call to go through more than one queue before being resolved.

I don't know of a specific report offhand that shows total time a call was in system, but if you had queues set up in a queue group you could probably generate something like what you're looking for. That said, it's possible to have several queue groups too.