Time Metrics

Agent Wait Time

Agent Wait Time measures how long agents spend waiting for customer responses or external dependencies. This includes time in pending status, waiting for third-party input, or customer follow-up. It distinguishes controllable delays from those outside your team’s control.

Why Agent Wait Time Matters

Agent Wait Time helps distinguish efficiency problems from dependency problems. High agent wait time means tickets are stalling on factors beyond your team’s control.

How to Calculate

Time in pending/waiting-on-customer status + Time waiting for external dependencies

In TicketBoard

TicketBoard helps you track agent wait time and related metrics from your Zendesk data. Connect your account for instant visibility.

Related Metrics

Requester Wait Time Agent Touch Time Handle Time Full Resolution Time
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