Why is my queue wait time particularly long?

Your queue may be playing a pre-answer message. By default, the duration of this pre-answer is included in the queue wait time.

From the Configuration menu, then Queues, you can define the duration of the pre-answer message for one, several, or all of your queues. This configuration will: reduce the reported queue wait time by the duration of the pre-answer message, and separately indicate the total number of abandoned calls alongside the number of calls abandoned during the pre-answer.

What is multi-queue call consolidation?

By default, multi-queue call consolidation is disabled: each call is counted in each queue it reaches. In other words, each call is counted once per queue.

For example, with a main queue and an overflow queue: a call answered in the overflow queue will be counted twice (not answered in the main queue, answered in the overflow queue). This mode highlights the individual performance of each queue and is the most accurate statistic for analyzing the detailed operation of each queue.

When multi-queue call consolidation is enabled, each call is counted only once, even if it passes through multiple queues. A call answered in the overflow queue is counted only once, as answered. This mode provides a consolidated view of the actual volume of incoming calls and the overall performance of the selected queues.

Both modes have their own value depending on what you are looking to analyze.

How are abandoned calls during a pre-answer message reported?

When a pre-answer duration is configured for a queue, Expert Statistics separates two categories: calls abandoned after the pre-answer period (where the caller waited in the actual queue) and calls abandoned during the pre-answer message itself.

This separation gives a more accurate picture of caller patience and queue effectiveness.

What is the service level metric in queue statistics?

The service level indicates the percentage of calls answered within a defined threshold (for example, within 20 seconds). This threshold is configurable per queue.

Tracking service level over time helps identify degradation trends and supports staffing decisions.

Can I compare queue performance over different time periods?

Yes. Expert Statistics allows you to select custom date ranges and compare metrics across periods. You can analyze week-over-week or month-over-month trends for any queue or group of queues, and export the data for further analysis.