Average telephone wait time

Does the ‘CALLS AVERAGE WAIT’ info on the dashboard include call back wait time or just the calls that have opted to queue without a call back?

HI @morganle this can depend on the queues selected within the widget it self, if the CallBack Queue is not selected it will not include this. Typically I would suggest you not to select the CallBack Queue or the Agent Transfer Queue to avoid displaying information on what are termed background queues.

Hope that answers your question, please let us know if you have any follow ups.

Many thanks