Glossary
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Glossary Average Time in Queue
Average Time in Queue
Average Time in Queue, also known as Average Time of Delay, is based on the length of time a caller waits before an agent is found by the ACD to take the call. This is not the same as Average Speed of Answer. Average Time in Queue only includes calls that have to wait to be answered by a live agent.
AnswerConnect tacks this metric in order to help clients as rapidly as possible.