Call Centre Reports

Analysis of Inbound Caller Waiting time to speak with an Agent

This report measures the time that an inbound caller has waited to speak to an agent.
It includes the time spent waiting in queues and listening to automated announcements up until the first human response from an agent.
Waiting times are measured for each inbound call and the measured waiting times are dreported in the following 4 categories:

Inbound caller waiting time to speak to an agent:
-less than 1 minute
-between 1 and 2 minutes
-between 2 and 5 minutes
-longer than 5 minutes

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