GETTING STARTED WITH ZENDESK TALK 40 METRIC DEFINITION Quick tip Calls waiting in queue Number of callers waiting for an If your team is experiencing an available agent unexpected spike in call volume due to a technical outage or other event, quickly Average wait time Average time a customer has been change your main greeting to let callers waiting for an agent in the queue know that you are aware of the issue and working to resolve it. That will get Agents online Number of agents online and your customers the answer they need available for Talk calls quickly and reduce the amount of callers Longest wait time Longest time any customer has in the queue. currently been waiting for an agent in the queue