U.S. account here. I was wondering what the best way would be to calculate the % of calls answered within 60 seconds? It is a metric we are now required to report out to the rest of the business.
We download the call log as a spreadsheet and run pivot tables for some of our stats, but while it has a time stamp and shows call duration it doesn't have any data for how long the customer waited before a call either connects or is dropped. Is this something that could be added to the call log or is this data available anywhere else?
Thank you for the help,