Response time (customers)

Description:

Waiting time until the call was accepted by the employee
By default there are the following steps: <10s, <20s, <30s and >30s. These steps can be adapted. For example, if a call had a waiting time of 6.5s, then it appears in the segment <10s. To analyze the development of the response times over a time period, click on a segment. A new graphic opens with the Chronological Sequence of the Response Times

Filter:

• Employee
• Time period
• internal/external or all calls

The following are displayed:

• Waiting time until incoming calls were connected, or the number of missed calls (percentage of all incoming calls).
• The time from the first indication of the incoming call in the telephone system until the acceptance of the call by the employee (all incoming, accepted calls) is considered.

Settings:

Filter:

• Incoming calls
• outgoing calls
• incoming/outgoing calls

Threshold values:

• Step 1 to 3 in seconds