Forum Discussion

Ranra145's avatar
Ranra145
Copper Contributor
Oct 19, 2020
Solved

Call Queue - Wait Time

Hi,

 

How do I get the time a call waited in Teams Call Queue before answered by an agent?

Any suggestions will help!

 

Thanks

Administrator
analytics
microsoft teams
  • Ethan Stern's avatar
    Ethan Stern
    Oct 20, 2020

    Ranra145 Hi Ranra, I am sorry I wasn't clear in my earlier reply- I believe the only way you can get the call wait time is to use Omnichannel - I do not believe it is available through Teams Call Queue at the moment.

  • Ethan Stern's avatar
    Ethan Stern
    Iron Contributor
    Oct 20, 2020

    Ranra145 Hi there - You can add the average wait time:

     

    Enable average wait time

    1. Sign in to Omnichannel Administration.

    2. Go to Channels > Chat.

    3. Open the chat widget in which you want to enable the wait time setting.

    4. Go to the Basic details tab.

    5. In the Customer waiting area, change Show average wait time to Yes. (This feature is set to No by default.)

    6. Select Save.

    More info can be found here:  https://docs.microsoft.com/en-us/dynamics365/omnichannel/administrator/average-wait-time

     

    I hope this helps 🙂

    • Ranra145's avatar
      Ranra145
      Copper Contributor
      Oct 20, 2020

      Hi Ethan Stern 

       

      I'm not familiar with Omnichannel at all - it integrates with existing Teams Call Queue? I want to get the call waiting time for external callers.

       

      Thanks!

       

      • Ethan Stern's avatar
        Ethan Stern
        Iron Contributor
        Oct 20, 2020

        Ranra145 Hi Ranra, I am sorry I wasn't clear in my earlier reply- I believe the only way you can get the call wait time is to use Omnichannel - I do not believe it is available through Teams Call Queue at the moment.

Resources