Queue time refers to the duration a customer spends waiting to be attended to by customer service after initiating contact. 

This metric is crucial as it directly impacts customer satisfaction and perception of a company's efficiency. 

In customer service, minimizing queue time is a priority because prolonged waiting can lead to frustration and a negative customer experience. 

Efficient management of queue times involves optimizing resource allocation, using automated systems for initial responses, and ensuring that support teams are adequately staffed to handle the incoming queries swiftly. 

Reducing queue times enhances customer satisfaction and improves overall service quality.

Read more on the Tettra blog: 

• The top metrics for customer service teams