What is the difference between the Wait Time presented by the Wallboard and the Wait Time calculated in the Queue Hold Time announcement?
The Wait Time presented by the Wallboard and the Wait Time that is announced to callers that are waiting in the Queue can difference. The reason for this is the way how the Wait Time are being calculated by the system. The Wallboard has been designed to show direct effects on actions taken by the team such as adding additional agents during a traffic surge, while the Queue Hold Time has been designed to show a stable number and not fluctuate much when for an example agents are switching shifts. To report on Queue Hold Time we recommend looking back at the data using the CDRview.