Queue-wait distribution
51 of 81 inbound calls had queue time| Wait | Calls | ShareShare of calls with any queue time |
|---|---|---|
| 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 | ShareShare of abandoned calls |
|---|---|---|
| 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)| 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 | · | 2 | · | 2 | 1 | 1,861 | 2,602 | 2,496 | 2,734 | 1,988 | 1,277 | 1,963 | 2,572 | 2,787 | 2,822 | 41 | · | · | · | · | ||||
| Tue | · | · | · | · | · | · | 1 | 2,033 | 2,514 | 2,204 | 2,620 | 1,845 | 1,007 | 1,848 | 2,353 | 2,428 | 2,633 | 49 | · | · | · | |||
| Wed | · | · | · | · | · | 1 | 2 | 1,478 | 2,474 | 2,044 | 2,337 | 2,195 | 1,027 | 2,309 | 2,718 | 2,624 | 2,779 | 20 | 1 | · | · | · | ||
| Thu | · | · | 1 | · | 3 | 2,136 | 2,753 | 2,305 | 2,805 | 2,232 | 1,505 | 2,450 | 2,711 | 2,445 | 2,823 | 61 | · | · | · | · | ||||
| Fri | · | · | · | 1 | 1 | 3 | 2,327 | 2,559 | 2,154 | 2,620 | 1,794 | 991 | 2,308 | 2,143 | 1,947 | 41 | 1 | · | · | · | · | |||
| Sat | · | · | · | · | 1 | 1 | · | 2 | 1 | · | · | · | · | · | · | · | 1 | · | · | · | ||||
| Sun | · | · | · | · | · | · | · | · | · | · | · | · | 1 | · | · | · | · | · |
Where the dialing hours actually go — the raw material for dial-block timing and break scheduling. Empty weekend cells are real: the floor does not run Sundays. 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-inNone 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.