Understand exactly how long customers wait and why. Comprehensive analytics reveal wait time patterns, identify bottlenecks, and provide actionable insights to optimise your contact centre's efficiency and customer experience.
Go beyond average wait times to understand the full customer experience. Identify when, where, and why delays occur, then take targeted action to improve service levels.
See the full distribution of wait times, not just averages. Understand how many customers wait less than 30 seconds, 1 minute, 5 minutes, and longer.
Benefit: Make staffing decisions based on actual customer experience, not misleading averages.
Monitor service level performance against your targets (e.g., 80% of calls answered within 20 seconds). Track trends and identify when service levels deteriorate.
Benefit: Maintain consistent service quality and identify issues before they impact customers.
Identify exactly when wait times spike throughout the day, week, and month. Correlate busy periods with staffing levels and external factors.
Benefit: Optimise staff scheduling to match actual demand patterns and reduce wait times.
Pinpoint specific queues, skills, or time periods where bottlenecks occur. Understand whether delays are caused by volume, understaffing, or system issues.
Benefit: Focus improvement efforts where they'll have the biggest impact on customer experience.
The system captures detailed timing data for every call and interaction. Here's how it provides actionable insights:
Data-driven optimisation.
Understanding wait times is just the beginning. Wait time analytics help you identify specific opportunities to improve customer experience through better resource allocation, process optimisation, and proactive management.
Make staffing decisions based on actual demand patterns, not guesswork. Identify the root causes of delays and address them systematically. Show customers you value their time by continuously improving service levels.
Optimised service delivery.