GETTING STARTED WITH ZENDESK TALK METRIC DEFINITION Customer requested voicemail Number of calls where customer requested to be put through to voicemail by dialing 1 Average wait time Average time a customer has been waiting for an agent in the queue. Excludes Available agents greeting. Average time to answer Average length of call, including wait time, hold time and time with transferred agents Average duration Average length of call Average hold time Average time spent on hold per call (based only on calls where hold is used at least once) Average wrap-up time Average wrap-up time across all calls