AWT vs Max Call Wait time

[hemal.mehta]

I am looking a Call Type Historical report for a particular call type an dhalf hr interval it is showingh me AWT as 3:43:20 and the max call wait time is 12 mins.

Does AWT indicate that caller was in the queue for 3 hrs and 43 min while max call wait time is 12 mins,. Can someone clarify this ?

[Senthil Kumar Sankar · Accepted solution]

Hi Hemal,

While looking into the Webview Reference Guide, it tells that this value is Sum of Answer Wait Time for all the tasks answered in this Half Hour interval.

It is for all the tasks anwered in this interval

Regards,

Senthil