Delay Announcements
Callers on hold listen to music or a recording as they await a Product Specialist, recordings encourage callers to wait for an agent often containing promotional information. This statistic is calculated by the ACD and the time callers remain in queue waiting for an agent. This may include the time spent listening to the delay announcements but does not include the time spent going through an automated attendant menu system offering choices that result in the call being directed to a specific resource or agent group.