Average number of customers or units in the system. Waiting time G column is calculated by the difference between the referral date and the present date see Jon Carrot 3. Click OK and Time format will be set.
This differs from Average Handle Time or AHT which is the average time an agent takes to.
Also W and Wq are the waiting time in the system and in the queue respectively. Click OK and Time format will be set. The average waiting time would depend on the order in which the processes are scheduled. P1 requires 21 ms for completion hence waiting time for P2 will be 21 ms.