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longest delay in queue (LDQ)

Definition

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.

Related glossary terms: collaborative browsing (co-browsing), escalation plan, automatic callback, occupancy, blended agent, Incremental Revenue (Value) Analysis, average handle time (AHT), trouble ticket (trouble report), silent monitoring, first call resolution (FCR)

This was last updated in March 2007

Posted by: Margaret Rouse

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