Why did customer waiting time jump in Plain?
The Plain help pages give 3 common reasons. The first to rule out: Time a thread spends paused for later still counts as waiting, so pausing threads instead of resolving them can raise the number.
What causes it?
Time a thread spends paused for later still counts as waiting, so pausing threads instead of resolving them can raise the number.
In the Plain help:
Time in Paused for later also counts as the customer is still waiting on you.
Customer waiting time, read 2026-11-12.Insights does not apply business hours, so every duration counts wall-clock time and a thread waiting over a weekend or holiday adds every hour.
In the Plain help:
Business hours: every duration counts wall-clock time.
Filter and group reports, read 2026-11-12.Waiting time adds up every stretch a thread sat waiting on the team over its whole life, so a thread that goes back and forth several times can add a lot.
In the Plain help:
Customer waiting time is the total time a thread spent in a Todo status, summed across the thread's entire lifetime.
Customer waiting time, read 2026-11-12.
How do I check it myself?
Check the 90th percentile, the waiting time nine in ten threads stayed under, to see whether a few long-waiting threads are behind the jump.
In the Plain help:
90th percentile: 90% of threads had a lower total waiting time than this.
Customer waiting time, read 2026-11-12.Check which status threads were given while the team waited on the customer, since time waiting on the customer does not count but time paused for later does.
In the Plain help:
Time in Waiting for customer and other snoozed statuses doesn't count.
Customer waiting time, read 2026-11-12.
How does Plain work with Feder?
- Connect Plain to Feder and it joins your Experience apps.
- When you connect Plain, 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 Plain, one of your Experience apps. Feder only reads. It never changes anything in Plain.
What else goes wrong with these numbers?
- Why did my CSAT score drop in Plain?Plain
- Why did my support numbers suddenly change in Plain?Plain
- 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 Plain 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.