Which statement best defines On-Queue?

• 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, for example, in Interacting, Idle, Not Responding.
• D. On-Queue is the total time an agent spends on queue across the selected period.

Answer: (D)

On-Queue represents the total time an agent spends waiting in the queue across the period you’re analyzing. It aggregates all intervals where the agent is in the queue state, summing them to a single total for that window. This is different from time spent off the queue (such as Available, Away, Busy) or time spent in After Call Work, and it shows the overall queue exposure an agent has over the chosen period. This helps you understand how long agents are waiting for work and supports staffing and queue-management decisions.