Time in waiting

Term name

Time in waiting

Purpose

Track how long teammates are waiting for more input.

Definition

Total time that a resolved conversation segment spent in a waiting status. Takes business hours and shifts into consideration.

Location & attribution

Resolution report

• Key metrics chart

• Resolution over time graph

• Resolution by tag table

FAQ

• Takes only resolved conversations into consideration.

• Measures only the time spent in inboxes with ticketing enabled.