Kia ora Yilei Xie,
 
On behalf of the Ministry of Business, Innovation and Employment I
acknowledge your email of 16/12/2024 requesting, under the Official
Information Act 1982, the following:
1.      Does your system place callers into the queue for live agents
immediately upon connection, or is there a pre-queue or holding stage?

2.      If a pre-queue exists, how is this time measured and reported in
your wait-time metrics?

3.      What are the criteria for transitioning callers from any pre-queue
to the live agent queue? Is it simply holding for 45 minutes?

4.      What is the average time spent in each stage of the system (e.g.,
pre-queue, actual queue for agents, and time to connect to a live agent)?
 
Please note that the days from 25 December 2024 to 15 January 2025
(inclusive) are defined as non-working days in the Act and are not counted
in the calculation for the response due date. This will affect the time
period for responding to your request.
 
We will endeavour to respond to your request as soon as possible, and no
later than 4/02/2025, being 20 working days after the day your request was
received. If we are unable to respond to your request by then, we will
notify you of an extension of that timeframe. If you have any enquiries
regarding your request feel free to contact us via email to
[1][MBIE request email].
 
Nāku noa, nā
Ministerial Services
Strategy and Assurance
Ministry of Business, Innovation & Employment
15 Stout Street, Wellington 6011 |  P O Box 1473 Wellington 6140

References

Visible links
1. mailto:[MBIE request email]