Off-Queue is defined as which of the following?

• A. Off-Queue is the time spent on queue in Interacting.
• B. Off-Queue is the time an agent is not on the system at all.
• C. Off-Queue is the time spent off queue in Available, Away, Busy statuses.
• D. Off-Queue is the time spent in After Call Work.

Answer: (C)

Off-Queue measures the time an agent is not waiting in a queue. It captures the portions of time when the agent is on the system but not in a queue, which are the statuses Available, Away, and Busy. When an agent is Interacting with a caller, that activity is on-queue and not counted as Off-Queue. After Call Work is a wrap-up period after a contact and is tracked separately from the Off-Queue metric. So the definition that Off-Queue equals the time spent off queue while in Available, Away, or Busy statuses best fits the concept.