My client has asked my company to provide the KPI: "Percent of calls answered by customer service representative within 30 seconds"
Currently the Analytics Portal within the "call details" section you can see how long a call spent in each IVR/queue before being answered by a user, but this information cannot be downloaded to a .csv.
The analytics portal also reports on "Average speed of answer", but currently does not provide its customers the data to make that calculation themselves, where is the transparency in that?