longest delay in queue (LDQ)
Longest delay in queue (LDQ) is the longest time period that a customer in a queue waits before either connecting with an agent or hanging up (which is known as a fast clear down).
In call center metrics, LDQ is tracked through two categories – longest delay to answer and longest delay to action. Longest delay to answer is the longest delay for a caller before being managed by an agent; longest delay to abandon is the maximum time a caller waited for agent interaction before hanging up.
This was last updated in March 2007
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