This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from call backs. 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.
Response time in minutes for contacts received through call backs
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.