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Why is wait time in queue longer than time in IVR?
8x8 Support

Why is wait time in queue longer than time in IVR?

Applies To

  • Virtual Contact Center
  • Historical Reports

Answer

Most of the time, wait time in the queue is longer than time in IVR. Time in IVR is the time callers spend in the IVR script (before going to a queue). In the IVR script, you will see if the schedule is opened that the IVR script will send callers to a queue right away, so naturally wait time will be longer than time in IVR.