Why is Wait Time in Queue longer than Time in IVR?
Virtual Conact Center historical reports
Most of the time, wait time in the queue is longer the "Time in IVR". Time in IVR is the time callers spend in the IVR script (before going to a queue). If you look at the IVR script, you will see if the schedule is opened, the IVR script will send callers to a queue right away, so naturally wait time will be longer than time in IVR.