Understanding wait time in Aloware
Wait time in Aloware refers to how long an inbound call rings before an agent answers. It appears in call logs, reports, dashboards, and contact communication history.
This metric helps teams measure how quickly calls are answered and how long callers wait before reaching an agent.
This article explains how wait time works, how it differs from other call metrics, and what to expect in different call scenarios.
What wait time measures
Wait Time is the duration between when an inbound call starts ringing and when an agent answers the call.
This metric applies only to inbound calls and helps supervisors track how quickly calls are handled.
Wait Time is separate from the following metrics:
Talk Time: the time the agent and caller are actively connected and speaking
Duration: the total call length, including ringing time and connected time
These metrics represent different stages of a call, so their values may not match.
Expected wait time behavior
After an inbound call ends, the call log should show a wait time that reflects the actual ringing duration before the call was answered.
Example behavior
Scenario | Expected Wait Time |
Agent answers immediately | Very short wait time |
Agent answers after several rings | Longer wait time reflecting the ringing duration |
Caller waits in queue before answer | Wait time includes the ringing period before pickup |
Outbound call to another Aloware-managed number | Typically 1–2 seconds |
Outbound wait time behavior
For outbound calls made to another Aloware-managed number, a wait time of 1 to 2 seconds may appear. This happens because the receiving system automatically answers the call once Aloware routes it internally.
Where wait time appears
Wait Time is displayed in the following areas:
Call logs
Reports and dashboards
Contact communication history
Team and line reporting views
All views should show the same corrected wait-time value for each completed call.
How to compute average wait time with Aloware
To calculate average wait time using Aloware, follow these steps:
In your Aloware admin account, navigate to the reports menu, and click the settings icon to select what activity you want to display. In this example, we are selecting the lines.
Then, click save to display the report dashboard.
Select from the table settings the total wait time, average wait time and all calls.
Select from the list of Lines and locate the metrics for the desired timeframe or agent/team.
Convert the total wait time from hh:mm:ss format to seconds. You can use a time converter or the formula:
Average Wait Time = Total Wait Time in seconds / Total Calls
In this sample:
Convert the total wait time from hh:mm:ss format to seconds.
Total wait time in seconds = (4 hours x 60 minutes x 60 seconds) + (24 minutes x 60 seconds) + 52 seconds = 15,892 seconds
Divide the Total Wait Time in seconds by the Total Calls.
Average Wait Time = 15,892 seconds / 817 = 19.42 seconds
Convert the Average Wait Time back to the hh:mm:ss format.
Average Wait Time ≈ 00:00:19 (hh:mm:ss)
Optimizing average wait time for improved customer service
Once you have calculated the Average Wait Time, it's essential to analyze the results and take appropriate actions to optimize customer service efficiency. Here are a few strategies to consider:
Efficient call routing - utilize intelligent call routing features in Aloware to distribute calls effectively, ensuring that customers are connected to available agents promptly.
Staffing optimization - evaluate call volume patterns to identify peak periods and allocate staffing resources accordingly. Adjusting agent schedules can help reduce wait times during busy periods.
Self-service options - implement self-service options such as interactive voice response (IVR) or AI-powered chatbots to provide customers with instant assistance and reduce reliance on agent availability.
Computing average wait time using Aloware's powerful features empowers businesses to optimize their customer service operations. By closely monitoring and analyzing this metric, businesses can minimize wait times, enhance customer satisfaction, and improve overall service efficiency.