Definition of 'wait time'

[chrism]

Hi Guys,

This may be a very basic question, but what exactly is 'wait time'. From what I can see, the Manager's manual does not really define it.

Thanks,

Chris

[mflorell]

It is the time that an agent is not paused and is waiting to receive a call, except for MANUAL dial method where ring time can be part of wait time in some cases.

[chrism]

Thanks!