Which report would you consult to see the duration an interaction spent in a queue?

Which report would you consult to see the duration an interaction spent in a queue?

• A. Interaction Details Report
• B. User Status Detail Report
• C. Queue Time Analysis Report
• D. Interaction Details Report (includes queue duration)

Answer: (D)

To find out how long a single interaction spent waiting in a queue, you need a report that provides per-interaction timing details and includes the queue duration field. The Interaction Details Report is designed to surface detailed attributes for each interaction, and when you use the variant that includes queue duration, it shows the exact amount of time the interaction spent in the queue. The other reports focus on different aspects: the Queue Time Analysis Report summarizes queue waiting times across queues rather than for a specific interaction; the User Status Detail Report tracks agent or user status changes, not queue waiting. By choosing the Interaction Details Report (includes queue duration), you get the precise queue wait time for that specific interaction, which is the information you’re after. If you don’t see the queue duration, you may need to configure the report to include that field.

To find out how long a single interaction spent waiting in a queue, you need a report that provides per-interaction timing details and includes the queue duration field. The Interaction Details Report is designed to surface detailed attributes for each interaction, and when you use the variant that includes queue duration, it shows the exact amount of time the interaction spent in the queue. The other reports focus on different aspects: the Queue Time Analysis Report summarizes queue waiting times across queues rather than for a specific interaction; the User Status Detail Report tracks agent or user status changes, not queue waiting. By choosing the Interaction Details Report (includes queue duration), you get the precise queue wait time for that specific interaction, which is the information you’re after. If you don’t see the queue duration, you may need to configure the report to include that field.