Average Waiting Time

In Outbound Contact Solution, a dialing optimization factor that is used to reduce the amount of time between calls.

In Premier Edition Cloud, also known as an AWT. The average amount of time that it takes for an incoming interaction to be distributed to an agent for all calls currently waiting in a specific queue. [+] Formula

Total wait time / Total calls

For More Information Thresholds In the Premier Edition Cloud Current VCC Dashboard Help Thresholds In the Premier Edition Cloud Current2 VCC Dashboard Help

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