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Reporting & Analytics

Wait Time Analytics — Queue Wait Times & Bottleneck ID

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.

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Wait time analytics, queue monitoring, customer wait times, contact centre bottlenecks
Feature

Deep insights into customer wait experiences

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.

⏱️

Wait Time Distribution

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.

📊

Service Level Tracking

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.

🕒

Peak Time Analysis

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.

🔍

Bottleneck Identification

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.

Action

How wait time analytics work

The system captures detailed timing data for every call and interaction. Here's how it provides actionable insights:

  • Granular time tracking — Record exact wait times for every customer interaction, not just samples.
  • Multi-dimensional analysis — Break down wait times by queue, skill, agent group, and time period.
  • Real-time monitoring — Watch current wait times and service levels as they develop throughout the day.
  • Predictive insights — Identify patterns that predict when wait times will increase.
  • Comparative analysis — Compare current performance with historical periods and industry benchmarks.

Wait Time Intelligence

Data-driven optimisation.

Benefit

Turn wait time data into customer satisfaction

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.

😊

Happier Customers

Optimised service delivery.

Ready to optimise your wait times?

Request a personalised demo and see how wait time analytics can help you identify bottlenecks and improve customer experience through data-driven insights.

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