Which statement correctly defines On-Queue?

• A. The On-Queue status represents agents who are On Queue and able to take interactions but are not working with interactions.
• B. The On-Queue status represents time spent off queue, e.g., Available, Away, Busy.
• C. The On-Queue status represents the amount of time and percentage of time that an agent spent on queue, for example, in the Interacting, Idle, and Not Responding statuses.
• D. The On-Queue status represents time spent in After Call Work.

Answer: (C)

On-Queue measures the time an agent spends waiting in the queue for an interaction, and the share of their time this represents. It is reported as both the actual duration and the percentage of total time for a given period. This time is counted when the agent is in queue-related states—such as Interacting, Idle, or Not Responding—indicating they are waiting for or in the process of receiving an interaction from the queue. It does not count time spent off the queue (Available, Away, Busy) or time spent after completing an interaction (After Call Work). So, the definition that ties On-Queue to the amount and percentage of time an agent spends in queue-related statuses best captures what On-Queue represents.