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alyssia asked ·

Call Queue: Average Speed of Answer - Metric and Counter Begin

For the report metric - average speed of answer. When does this 'counter' begin? I assume it begins after the call queue greeting and does not include the call queue greeting but want to confirm.
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kim answered ·
Alyssia - Thank you for your questions. I'm looking into this for you. 
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To confirm, the average speed of answer includes the call queue greeting (which is technically before we can actually answer the phone).  Correct?

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kim answered ·
It looks that this includes the queue greeting since that is part of the call setup. 
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