Which option best describes the On-Queue statement?

• A. On-Queue is the time spent off queue in Available, Away, Busy.
• B. On-Queue is the time spent in After Call Work.
• C. On-Queue is the time spent on queue in Interacting, Idle, Not Responding.
• D. On-Queue is the total time logged in.

Answer: (B)

On-Queue measures the duration an interaction stays within the queue lifecycle, including the wrap-up phase after the interaction has been serviced. In this context, the time spent in After Call Work is considered part of that queue lifecycle, so it is counted as On-Queue time. This reflects the idea that the interaction remains associated with the queue system throughout the completion of the wrap-up before it’s fully closed.

The other descriptions don’t fit because off-queue time refers to periods when the agent is not in the queue (Available, Away, Busy), not to the queue lifecycle. Describing On-Queue as time spent in states like Interacting, Idle, or Not Responding mixes statuses that aren’t aligned with the queue’s waiting and wrap-up phases. And labeling On-Queue as the total time logged would mix all activities, not specifically the queue lifecycle.