Queue time is the time a customer spends waiting before an agent picks up the conversation.
Queue time measures how long a customer has to wait before someone on your team picks up the conversation, whether that's a phone call, live chat, or WhatsApp message. Long queue times are one of the biggest sources of frustration in customer service.
Queue time is closely tied to staffing and routing: unclear conversation assignment and too few available agents during peak times cause queues to grow.
Bugalou shows live queue time per channel in the dashboard and automatically distributes incoming conversations across available agents, keeping queues as short as possible.
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