Wait Time
Wait time is the total duration a customer spends waiting for assistance across all stages of a support interaction, including queue time, hold time, and transfer wait time.
In Depth
Wait time is broader than queue time because it includes every moment during a support interaction where the customer is not actively receiving help. This includes initial queue time before first contact, hold time while an agent researches an issue, wait time during transfers between agents or departments, and delays between responses in asynchronous channels like email. Cumulative wait time across a single interaction can add up to significant frustration, even if no individual wait feels excessive.
AI minimizes wait time at every stage: instant initial responses eliminate queue wait, real-time knowledge access eliminates research holds, seamless context transfer between AI agents eliminates transfer waits, and asynchronous AI processing enables near-instant email and message responses. Tracking total wait time rather than just queue time gives a more honest picture of the customer's actual experience.
Related Terms
Queue Time
Queue time is the duration a customer waits in line before being connected to a support agent, starting from when they enter the queue until an agent begins handling their request.
Average Speed of Answer
Average speed of answer (ASA) is the average time a customer waits in a queue before their call is answered by an agent, measured from the moment they enter the queue.
Customer Effort Score (CES)
Customer effort score (CES) is a metric that measures how much effort a customer had to exert to get their issue resolved, their question answered, or their request fulfilled through a support interaction.
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