This measure calculates the average speed of answer in seconds for agent queue calls, excluding abandoned calls. It is part of a set of Cycle Time measures that help companies analyze the duration of the process "plan and manage customer service operations" from beginning to end.
Average speed of answer in seconds for agent queue calls
Cycle time is the total time from the beginning of the process to the end. This includes both time spent actually performing the process and time spent waiting to move forward.
The metric value which represents the 50th percentile of a peer group. This could also be communicated as the metric value where half of the peer group sample shows lower performance than the expressed metric value or half of the peer group sample shows higher performance than the expressed metric value.