CCX Reporting Wait time versus Queue Time

[jonhardiman]

CCX Ninja's.

I'm trying to make a determination as to how Wait Time and Queue Time are calculated for a caller. 

Greeting and company name	Ends 2 seconds in
Option given to press 1 for Spanish	Ends 4 seconds in
Disclaimer Message	Ends 9 seconds in
Option given to press 2 for doctor line	Ends 18 seconds in
Office Hours	Ends 24 seconds in
Instructions to call pharmacy for refills	Ends 30 seconds in
Hold music begins Customer placed in queue

The above is played in it's entirety and customer only has option 2 as an out. In the above does the queue timer not start until the caller hears on hold music? How does the Wait time play in to this? Does wait time begin as soon as the caller hits the initial system and begins hearing the greeting? 

Thank you in advance.

[Aaron Harrison]

Hi

Queue time would be counted from the 'select' step.

... where are you looking at these statistics? In Supervisor, or reporting? And if reporting, which reports?

Aaron