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Glossary

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AVERAGE RESPONSE TIME

Statistic of ACD systems that gauges how much time, on average, a caller remains on hold until his/her call is answered by a live operator. This is an important reference statistic that is used in many call centers to measure the quality of the service provided at a given moment.

Statistic of ACD systems that gauges how much time, on average, a caller remains on hold until his/her call is answered by a live operator. This is an important reference statistic that is used in many call centers to measure the quality of the service provided at a given moment.

(¹) This translation is still subject to the auditors review

(¹) This translation is still subject to the auditors review

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