What’s changing?
In September 2024, we’re improving how the Time in IVR, Time to Answer and SLA metrics are calculated in Analytics.
In particular, the metric Time to Answer will more accurately reflect the total time spent by the caller waiting for an agent to pick up, including time spent waiting in the queue or ringing to several users.
Please adjust your SLA thresholds if necessary.
Note:
- This change applies retroactively from 1 May, 2024, allowing you to compare current performance with previous data.
- The Analytics Pro dashboard is not affected by this change.
Which calls are impacted?
These changes affect inbound calls where the user selects an option in the IVR menu (for example, “press 2 for Support”).
The metrics Time to Answer and SLA will be impacted only where the call is answered, whereas the Time in IVR metric will be impacted whether the call is answered or unanswered.
Reminder:
- Time to Answer measures the time a customer waits for an agent to pick up.
- SLA metrics are based on "Time to Answer"
- Time in IVR measures the time spent since the start of the call up to the moment the customer starts waiting for an agent, applying only to calls that passed through an IVR or Smartflows menu.
- Time in IVR + Time to Answer = Waiting time (for answered inbound calls)
How has the calculation of these metrics changed?
Before the change:
Time in IVR ended and Time to Answer began when the phone of the first agent started to ring.
Example: In an IVR menu, a caller presses 2 for Support and waits 5 seconds in the queue. The call then rings to Mary for 10 seconds, and then to Louis for 10 seconds, before Louis answers the call.
Time to Answer was recorded as 20 seconds.
After the change:
Now, Time in IVR ends and Time to Answer begins when the last key is pressed on the IVR.
Example: Using the same scenario as above, Time to Answer is now recorded as 25 seconds. This reflects the customer's perceived wait time more accurately.