Response time

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