Average time in seconds to inbound calls abandoned
This measure calculates the average time in seconds that a caller waits in queue to reach the first agent before an inbound call (i.e. call that is initiated by the customer) is abandoned. 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.
Benchmark Data
Measure Category:
Cycle Time
Measure ID:
103463
Total Sample Size:
451 All Companies
Performers:
25th | Median | 75th |
---|---|---|
- | - | - |
Key Performance
Indicator:
No
Compute this Measure
Units for this measure are seconds.
Average time in seconds to inbound calls abandoned
Key Terms
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.