Call Mean Times

[Gino Conte]

Hi All,

I've had the below query in...

“The mean ring times seem a little high and I just wanted to make sure that was accurately the amount of time someone was waiting on the phone before we picked up.”

Please see here for Stats

Does the wait timer start when the call hits the auto attendant/menu?

 

[AWS2P]

Why do you think this is high, 5s is very short time, that mean you answers calls in very short time so it's good quality for caller side.
5s is no more than one ring to wait so for me this is excellent
The higher 15 or 17 s this is time for 3 rings so it"s very good, of course if you are a call center perhaps this is not short enough , but in other case this is good IMO

 

[Gino Conte]

Thanks for the reply,

It looks like there is a menu/welcome recording on the 3 groups that have the higher mean time.

Any way of not having this time totalled up on the reports?

 

[Gino Conte]

If a call goes through to voicemail does this constitute an abandoned call?

 

[AWS2P]

If voicemail is destination no answer may be