Reports > Call Center Reports > Average Speed of Answer Report
This report contains the average speed to answer metric, along with several supporting data points, to indicate how quickly agents are answering incoming calls. Average Speed of Answer represents how long, on average, guests had to wait on hold in HUB before their call was answered. Measurement begins when the guest is delivered to the HUB queue and stops when the call is answered by an available agent.
By default, the report displays a graph showing the average speed of answer for each day over the last seven days. This graph or chart type can be changed using the various filters at the top of the page to include market, skill (caller press option) and category or marketing category. The graph includes a red line that indicates the average speed of answer over the selected time frame. In addition, you will see check boxes to enable multi select mode and show the data table below the graph.
To view the data represented by the graph in more detail select “Show Data.” The table includes the following rows:
- Period- Based on selected Start and End dates
- DB Offered Calls- Total calls presented to the Hub during the selected time frame
- DB Answered Calls- Number of calls presented to the Hub and answered
- Speed to Answer- Average time guest had to wait after being delivered to the Hub before an agent took the call from the Hub. Time is rounded to the nearest second. Data will show if call was answered in less than 1 second
- Abandoned Calls - Number of calls abandoned during the selected time frame. Note that this metric excludes the “Abandoned on Hold” connection status where an agent initially answered the call and placed the guest on hold. Therefore, reporting may differ from the Hub and overall abandon rates shown elsewhere in the Reservation Sales Suite
- Abandon Rate- Percentage of calls abandoned during the selected time frame as calculated using DB Offered Calls, excluding “Abandoned on Hold” callers
- Abandon Duration- Average time guests held prior to abandon