Time intervals for Incoming calls, IVR

Queue time: The time that has passed from when the call was last placed in the queue to when the call was connected (.nts 2 and 3 in figure below).
Delivery time: The time it takes for the IVR to deliver the call to an agent (.nts 3 and 5 in figure below).
Waiting time: The sum of the queue time, connection time and ring time. The time the service level is usually based on.
Agent-based waiting time: The sum of the queue time and ring time, in other words waiting time minus connection time. Time that the alternative calculation of the service level is based on.
Ring time: The time from when the Answer button begins to flash to when the agent presses the answer button.
Talk time: The time from when the agent answers the call until the call is ended.
Call time: The time from when the Answer button begins to flash to the time the call is terminated. Agent status in Agent is set to Call.
Wrapup time: The time following the end of the call that may be set aside for wrapup. Agent status in Agent is set to Wrapup.
Task time: The sum of call time and wrapup time. Also includes ring time for calls not answered in agent statistics.

Diagrammatic sketch of the time points and time intervals when routing an incoming IVR call to agent

In the figure above you find definitions of several concepts and how they relate to different events. The events that occur before the call is answered by the agent are marked with vertical arrows.

Each event is numbered:

The call arrives to IVR. IVR sends the event to ACE Server.
If the customer has requested to be connected to customer service (agent) and a queue situation occurs, ACE Server notifies the IVR that the call must be placed in a queue.
If an agent is/becomes available and can answer the call, ACE Server notifies the IVR that delivery should be made to a particular extension; this causes the IVR to make an inquiry to the destination.
The telephone rings. IVR receives the ringing tone.
IVR has succeeded in transferring the call and sends the event to ACE Server. The Answer button flashes in Agent.
The agent answers the call by clicking on the Answer button.
The call ends.

Time intervals for incoming IVR calls placed in queue by an agent

Note that the scenario below assumes that the task type of the call is preserved when placed in queue. If the task type of the call is changed, the statistics would count the actual call as two calls, each with their own service level and task time.

Time intervals are as above, with the following additions:

Queue time: A new queue time is generated each time the call is placed in queue. But note that the queue time presented under contacts in progress in Agent and the queue time routing to Agent, is based on the accumulated time from when the call was placed in queue the first time.
Delivery time: A new delivery time is generated each time the call is placed in queue.
Ring time: A new ring time is generated each time the call is placed in queue.
Waiting time: Each time the call is placed in queue. Note that service level is only calculated for the first time the call is routed to an agent.
Agent-based waiting time: The sum of queue time and call time, in other words waiting time less routing time. Time that alternative calculation of service level is based upon. Note that service level is only calculated for the first time a call is routed to an agent.
Call time: A new call time is generated each time the call is placed in queue, for the agent handling the call at present.
Talk time: Each time the call is placed in queue talk time is defined (call time without ringing time) for agent handling the call at present.
Wrapup time: A new wrapup time is generated each time the call is placed in queue, for the agent handling the call at present.
Task time: The sum of the overall call time + wrapup time for all times the call has been routed and handled by agents

Diagrammatic sketch for time points and time intervals for an incoming IVR call placed in queue