Final answer:
False. Wait time is not the average time a help desk agent is idle before an incident arrives that needs attention.
Step-by-step explanation:
False. Wait time is not the average time a help desk agent is idle before an incident arrives that needs attention. Wait time refers to the time a customer or incident waits for the attention of the help desk agent. It is the time between when the incident is reported or arrives and when it is actually addressed by the agent.