Average Wait Time for a Specific Phone Line - Zendesk Explore Calculated Metric
Average Wait Time - Specific Phone Line
Voice - Calls
Calculated Metric
Calculates the average wait time for inbound calls to a specific phone number so you can monitor line-level KPIs.
Business value & use cases
Helps managers track whether certain phone lines are creating longer waits than others, especially when displaying KPIs for a single line on a dashboard. Can highlight where demand is outpacing staffing or routing capacity and pairs well with a Target KPI Value set to the desired average wait time.
Dataset and dependencies
- Dataset: Voice - Calls
- Type: Calculated Metric
- Dependencies: None, though often paired with a custom Target KPI Value for the same phone line.
The code
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Not sure how to work with the code? Check our getting started guides.
Implementation steps
- Go to Explore → Report Builder > Voice → Calls Dataset → Start Report.
- Select the Calculator icon for Calculations.
- Choose Standard calculated metric.
- Paste in the code above.
- Replace +448001234123 with the phone number you want to track.
- Validate and save.
- Add the report to a dashboard alongside any other KPIs for that line.
Validation tips
- Check that only calls from the specified number are included.
- Compare results against a report filtered directly by that phone number to confirm accuracy.
- Test with different numbers if you plan to track multiple lines.
Caveats and considerations
You must create a separate version of this metric for each phone number you want to track. Best used when each line represents a distinct queue or customer journey worth monitoring. On a line-specific dashboard, pair alongside metrics such as call volume or completion rate to give a fuller view of line-level performance.
Example chart
Example dashboard tile tracking average wait time alongside line-level KPIs
Related metrics / attributes
[Phone Line Name
Voice - Calls
Calculated Attribute
Replaces raw Voice phone numbers with readable names so charts and tables are easier to interpret.
[Target KPI Value
Support - Tickets
Calculated Metric
Creates a constant numeric metric (for example 0.9 for 90%) that you can reuse as a KPI threshold across reports and dashboards.
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