What's the best way to calculate % of calls answered within a specific hold/wait time?

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Hi there,

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,

Phil

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Phillip Bennett

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Posted 4 weeks ago

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Hey Phillip, I'm gonna look into this for you

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Phillip Bennett

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Thank you!
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Hey Phillip, looks like this information is available with the Live Reports