Why did average wait time jump in Aircall?
The Aircall help pages give 3 common reasons. The first to rule out: Wait time counts welcome messages, menu steps and ringing, so a longer greeting or an extra menu step can raise it without agents answering any slower.
What causes it?
Wait time counts welcome messages, menu steps and ringing, so a longer greeting or an extra menu step can raise it without agents answering any slower.
In the Aircall help:
Waiting time includes welcome messages, IVR steps, and ringing time.
Analytics+: Overview+ dashboard, read 2026-11-12.Callers who hang up are counted up to the moment they leave, so a day with more callers giving up after a long wait can lift the average.
In the Aircall help:
Average time callers waited from call start until answer or disconnection, including IVR and welcome messages.
Analytics+: Overview+ dashboard, read 2026-11-12.Service level leaves out menu, greeting and AI Voice Agent time while wait time counts greeting and menu time, so the two can move in different directions.
In the Aircall help:
This excludes time spent in IVR, welcome messages, and with the AI Voice Agent.
Analytics+: Overview+ dashboard, read 2026-11-12.
How do I check it myself?
Narrow the dashboard to certain hours of the day to see whether a rise in wait time comes from one busy part of the day.
In the Aircall help:
Limit charts and KPIs to specific hours of the day.
Analytics+: Overview+ dashboard, read 2026-11-12.Filter to calls the AI Voice Agent took part in to see whether those calls account for the change.
In the Aircall help:
Show only calls that include an AI Voice Agent intervention.
Analytics+: Overview+ dashboard, read 2026-11-12.
How does Aircall work with Feder?
- Connect Aircall to Feder and it joins your Experience apps.
- When you connect Aircall, Feder checks the connection straight away and shows Connected only when that check passes. If a reading cannot be taken later, Feder shows it as not read, never as zero.
Some numbers are too quiet to judge daily, such as a form filled in a few times a week. Until there is enough of your own history to judge a change, Feder says it is still learning and scores nothing, rather than guessing.
See whether you can trust the numbers in Aircall, one of your Experience apps. Feder only reads. It never changes anything in Aircall.
What else goes wrong with these numbers?
- Why did average call duration change in Aircall?Aircall
- Why did my missed calls jump in Aircall?Aircall
- Why did Google Analytics stop collecting data?Google Analytics
- Why aren't my key events showing in Google Analytics?Google Analytics
- Why does Google Analytics show (not set)?Google Analytics
See every question.
Where do these answers come from?
Every cause and check on this page comes from the Aircall help pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.