Average talk time in seconds, including agent hold time

This measure calculates the average talk time in seconds, including agent hold time. It is part of a set of Cycle Time measures that help companies analyze the duration of the process "manage customer service requests/inquiries" from beginning to end.

Benchmark Data

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Measure Category:
Cycle Time
Measure ID:
104519
Total Sample Size:
507 All Companies
Performers:
25th
-
Median
-
75th
-
Key Performance
Indicator:
No

Compute this Measure

Units for this measure are seconds.

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Average talk time in seconds

Key Terms

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Cycle Time

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.

Measure Scope

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Cross Industry (7.3.1)

  • 6.2.2.1 - Receive customer problems, requests, and inquiries (10394)
  • 6.2.2.2 - Analyze problems, requests, and inquiries (13482)
  • 6.2.2.3 - Resolve customer problems, requests, and inquiries (10395)
  • 6.2.2.4 - Respond to customer problems, requests, and inquiries (10396)
  • 6.2.2.5 - Identify and capture upsell/cross-sell opportunities (16928)
  • 6.2.2.6 - Deliver opportunity to sales team (16937)