Queue Wait Time

Queue Wait Time is how long work sits in a routing queue before it is assigned to an agent. With Zendesk omnichannel routing, it is measured per queue across email, messaging, and voice, so the same metric covers every intake path.

Why Queue Wait Time Matters

Queue wait time isolates routing delay from agent delay. When first reply time slips, this metric tells you whether tickets waited for an available agent or waited after they already had one.

How to Calculate

Total time tickets spent in queue before assignment / Number of assigned tickets

In TicketBoard

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