NobelBiz
FEBRUARY 7, 2022
An IVR, or Interactive Voice Response, is a system that interacts with inbound and outbound calls for a business by using voice prompts or text-to-speech with various pre-recorded alternatives. The caller can select the best option for him by using the telephone keypad or by speaking.
Calltools
JUNE 9, 2021
Similar to time in a queue is the answer speed. This metric measures the time spent in a queue and combines it with the length of time the phone rings. Start measuring this KPI after a customer leaves your IVR and wait until they’re greeted by an agent. After Call Work Time. Average handle time.
Dialer 360
SEPTEMBER 10, 2019
Whereas the call center during a particular time frame. It also includes time spent waiting in a line and reps’ phone rings. Usually, it doesn’t include the time and taking to navigate with the IVR system. As well as the degree of the accessibility to their callers. Average Handle Time.
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