Or Queue Time. The time callers remain in queue waiting for an agent to become free. May include the time listening to the delay announcements, but does not include the time spent going through an automated attendant menu system selecting choices that result in direction of the call to a specific resource or agent group. This statistic is calculated by the ACD system and may vary among vendor products and/or user settings to include or not ring time, announcement play time, and/or some specific number of seconds in the delay.