CatalyzeCX Command Center

Median wait (p50)

21s

Middle wait among the 9 calls that queued ≥10s — the funnel's In-Queue population

p90 wait

27s

9 in 10 queued members waited less than this

p99 wait

28s

The tail one mean hides — 1 in 100 queued members waited longer

Longest wait

28s

Across every queued call; waits over 2h are data suspects (0 below)

Queue-wait distribution

51 of 81 inbound calls had queue time

Wait	Calls	Share
0–10s	42	82.4%
10–30s	9	17.6%
30–60s	0	0.0%
1–5m	0	0.0%
5m+	0	0.0%
Total	51	100.0%

The 0–10s bucket sits below the rulebook §E queue gate: those calls never enter the Answer-% denominator, and most of that bucket is fast service, not hang-ups — measured 967 of 1,343 with a real disposition on the parity window (FACTS.md L23). Percentiles above are computed on the ≥10s population only, so they describe members who actually waited.

Abandon waits — how long members held on before hanging up

16 abandoned calls in the window

Wait	Calls	Share
0–10s	14	87.5%
10–30s	2	12.5%
30–60s	0	0.0%
1–5m	0	0.0%
5m+	0	0.0%
Total	16	100.0%

An abandon under 10s is a quick hang-up, deliberately outside the rulebook’s Abandon-% denominator (§E). The buckets past 30s are the ones staffing can actually move — a member who held for a minute wanted to be answered.

Hour-of-week shape

all history · ignores the date filter (program-grain rollup)

Outbound dials Inbound received Abandoned Avg queue wait

	12a	1a	2a	3a	4a	5a	6a	7a	8a	9a	10a	11a	12p	1p	2p	3p	4p	5p	6p	7p	8p	9p	10p	11p
Mon				1		2	1	7	4	38	71	77	83	61	55	62	56	49	45	20	6	1	2	1
Tue			1	1	2	1	6	7	21	64	88	93	73	73	72	63	59	60	71	11	8	5	4
Wed		1	1		1	2	8	15	27	88	63	80	68	77	72	60	63	46	53	16	15	7	3	2
Thu	2					1	6	15	19	77	93	60	62	70	58	61	62	41	35	19	6	8	2	5
Fri	1	1				1	6	14	19	55	61	62	74	52	53	61	51	47	18	15	4	5	1	2
Sat		1		1		2	1	6	14	16	12	13	9	9	14	6	8	2	3	4	7	5		2
Sun				1		3	1	2	2	3	6	1	2	3	2	6	2	4	2	2	2	2

093· hours in US Central

When members call back. Compare against the dials view: a return-call wave the floor is not staffed for shows up here first. This rollup is program-grain and whole-history by construction — the date filter above deliberately does not apply, the same convention as list-lifetime figures.

Queue waits over 2 hours — data suspects, not service events

campaign grain · call detail ships with sign-in

None in this window.

A 17–19 hour “queue wait” is a telephony logging artifact, not a member experience. These rows are excluded from nothing — they sit inside the certified totals — but they are flagged here and on the Trust tab so the parallel run can decide what to do with them deliberately.

	12a	1a	2a	3a	4a	5a	6a	7a	8a	9a	10a	11a	12p	1p	2p	3p	4p	5p	6p	7p	8p	9p	10p	11p
Mon				1		2	1	7	4	38	71	77	83	61	55	62	56	49	45	20	6	1	2	1
Tue			1	1	2	1	6	7	21	64	88	93	73	73	72	63	59	60	71	11	8	5	4
Wed		1	1		1	2	8	15	27	88	63	80	68	77	72	60	63	46	53	16	15	7	3	2
Thu	2					1	6	15	19	77	93	60	62	70	58	61	62	41	35	19	6	8	2	5
Fri	1	1				1	6	14	19	55	61	62	74	52	53	61	51	47	18	15	4	5	1	2
Sat		1		1		2	1	6	14	16	12	13	9	9	14	6	8	2	3	4	7	5		2
Sun				1		3	1	2	2	3	6	1	2	3	2	6	2	4	2	2	2	2

	12a	1a	2a	3a	4a	5a	6a	7a	8a	9a	10a	11a	12p	1p	2p	3p	4p	5p	6p	7p	8p	9p	10p	11p
Mon				1		2	1	7	4	38	71	77	83	61	55	62	56	49	45	20	6	1	2	1
Tue			1	1	2	1	6	7	21	64	88	93	73	73	72	63	59	60	71	11	8	5	4
Wed		1	1		1	2	8	15	27	88	63	80	68	77	72	60	63	46	53	16	15	7	3	2
Thu	2					1	6	15	19	77	93	60	62	70	58	61	62	41	35	19	6	8	2	5
Fri	1	1				1	6	14	19	55	61	62	74	52	53	61	51	47	18	15	4	5	1	2
Sat		1		1		2	1	6	14	16	12	13	9	9	14	6	8	2	3	4	7	5		2
Sun				1		3	1	2	2	3	6	1	2	3	2	6	2	4	2	2	2	2

	12a	1a	2a	3a	4a	5a	6a	7a	8a	9a	10a	11a	12p	1p	2p	3p	4p	5p	6p	7p	8p	9p	10p	11p
Mon				1		2	1	7	4	38	71	77	83	61	55	62	56	49	45	20	6	1	2	1
Tue			1	1	2	1	6	7	21	64	88	93	73	73	72	63	59	60	71	11	8	5	4
Wed		1	1		1	2	8	15	27	88	63	80	68	77	72	60	63	46	53	16	15	7	3	2
Thu	2					1	6	15	19	77	93	60	62	70	58	61	62	41	35	19	6	8	2	5
Fri	1	1				1	6	14	19	55	61	62	74	52	53	61	51	47	18	15	4	5	1	2
Sat		1		1		2	1	6	14	16	12	13	9	9	14	6	8	2	3	4	7	5		2
Sun				1		3	1	2	2	3	6	1	2	3	2	6	2	4	2	2	2	2