Overview

"Response time" is the time it takes for a user to go and respond to contact. This article discusses the different forms of response time and how to access this information in Aloware.

For a new contact, Response Time is the time difference between the contact creation date and the first user response in any form of communication (Call, SMS, Email, Fax, RVM).

For an existing contact (not a new contact or a contact with messages), it’s the time difference between the last contact inbound communication and the last user response in any form of communication (Call, SMS, Email, Fax, RVM).

The average response time can be an indicator of how efficient your users are in managing their contacts. The lower the value, the better.


Account Average Response Time

This is the average response times of all users of the account in a certain period of time.


User Average Response Time is the average response time of that user in a period of time.

You can access it from the Main Menu. Select User, then scroll down to the name of the user. On the right-hand side, click on Activity, and then you would see their average response time on the summary report on top of the page.


Line Average Response Time is the average response time of all users that are connected to that line in a period of time.

From the Main Menu, select Lines. Scroll down to the name of the line. On the right-hand side, click on Activity, then you would see that line's average response on the summary report on top of the page.


Ring Group Average Response Time is the average response time of all users that are connected to that ring group in a period of time.

From the Main Menu, select Ring Groups. Scroll down to the name of the Ring Group. On the right-hand side, click on Activity, then you would see that line's average response on the summary report on top of the page.


The Average Response Time can also be accessed from Reports. The User, Line, and Ring Group Average Response Times are also accessible from their respective reports. Just scroll down to the name of the user, line, or ring group that you wish to check and take a look at the average response time column on the table.

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