You know that most call centers have a 80/20 rule (80% of the calls taken withing 20 seconds), so it is very abnormal for them to have calls answered after tens of minutes. In order to avoid showing calls that are actually logging anomalies, QueueMetrics considers calls that have been waiting too long or have conversation times too long on the realtime page as errors and does not show them anymore.

The basic wait duration is 1000 seconds, but if your call center shows such calls routinely, you can change this feature or turn it off altogether through the following configuration.properties settings:

#If an ongoing call has a wait time that exceeds this value, drop it. 0: ignore
default.maxOngoingWaitTime=1000

#If an ongoing call has a talk time that exceeds this value, drop it. 0: ignore
default.maxOngoingTalkTime=2000