Total Waiting Time Report for Services

Track total waiting time in the queue and generate detailed reports for performance analysis.

On this screen, you can view the service interactions performed by the total waiting time in the queue.

Information such as protocol, date, last procedure, waiting time (WT), status and department, making it easier to analyze the team's performance.

Access the menu Service > Digital service > Total Service Waiting Time Report. See in the Figure 1:

^{Figure 1: Total Service Waiting Time Report.}

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Filters

In the Filters button you refine the results by period, waiting time, department, user and status. These options help locate specific service interactions or identify performance patterns.

Combine different criteria as needed. See in the Figure 2:

^{Figure 2: Filters.}

Description of the Filter Fields

See in the Figure 3 the detail of the available fields and their respective functions.

^{Figure 3: Filter fields}

a) Period Allows selecting the date range for searching the records. Only results that occur within the chosen period will be displayed.

b) Waiting time Filters records according to the waiting time in seconds.

• Up to: shows records whose waiting time is equal to or less than the specified value (in seconds).

• Above: shows records whose waiting time is greater than the specified value (in seconds).

c) Department Allows limiting the search to a specific department, such as Commercial, On-call, Support N1 or Support N2. It is also possible to choose Select All to include all departments.

d) Users Filters the records according to the user responsible for the service. This option is useful for analyzing individual performance or service volume.

e) Status Filters the record by the current state of the displayed services. Available options include:

• Select All: shows all records, regardless of status.

• Inertia:

• Waiting for service: filters only the services waiting in the queue to be served.

• Started: filters only services in progress at the time of the filter.

• Cancelled:

• Completed: filters only services successfully completed.

• Transferred: filters only services forwarded to another user or department.

• Cancelled by Customer:

• Cancelled due to Inactivity: filters only services automatically canceled by Meta (WhatsApp) after 24 hours.

• Cancelled by Customer Service in Progress:

• Customer does not Respond: filters only services closed by the agent due to lack of interaction with the customer. More details here.

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Export Report

To export the filtered results in the formats CSV or PDF, provide the recipient's email address. Then, click Export.

^{Figure 3: Export Report.}

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Use Cases

The total service waiting time report is especially useful for:

• SLA (Service Level Agreement) monitoring - checking whether waiting times are within the agreements established with customers.

• Identification of operational bottlenecks - detecting times or departments where waiting time is above what is expected.

• Team sizing - providing data for decisions about hiring needs or redistribution of agents.

• Performance analysis by department - comparing waiting times between different areas to identify improvement opportunities.

• Shift planning - assisting in defining peak demand times that need additional staffing.

• Improving the customer experience - identifying patterns that negatively impact satisfaction due to long waiting times.

• Management reports and audits - generating documented evidence about the quality and response time of the service.