Glossary
Response Time is a call center metric that points to time spent by agent to answer a call or customer request in other communication channel. The precise metric is called Average Response Time (ART).
Average Response Time has nothing to do with Average Wait Time, as Response Time only measure how much time is spent between the moment when the call is received by call center system and can be answered and the moment when it is actually answered. In most cases, for Average Response Time call centers use benchmark of 20 seconds.
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