| Average call wait time less than 60 seconds.CPE-Communications |
Analysis | |
Measure Definition & Importance |
Average Wait Time (AWT) in seconds is a call center key performance indicator (KPI) typically referenced by managers when assessing their team’s efficiency, performance and degree of accessibility to their callers. AWT is a call center metric for the average amount of time it takes for calls to be answered in a call center during a specific time period. This includes the amount of time callers wait in a waiting queue and while the agent’s phone rings however does not include the time it takes for callers to navigate through the IVR. Average wait time is FY2013 - 63; FY 2014 88; FY2015 YTD 54.
Average Wait Time (in seconds) |
Service Areas |
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CPE.3.1 Call Center & Customer Service
CPE-Communications
Attachments |
Measure Data | Last Calculated 4 months ago |
| Period | | Status | Actual | Overall Target | High Variance (FY Target) | Low Variance |
|---|---|---|---|---|---|---|
| Oct-18 |  | On Target | 44sec | 60sec | 70sec | |
| Nov-18 | | On Target | 30sec | 60sec | 70sec | |
| Dec-18 | | On Target | 28sec | 60sec | 70sec | |
| Jan-19 | | On Target | 39sec | 60sec | 70sec | |
| Feb-19 | | On Target | 22sec | 60sec | 70sec | |
| Mar-19 | | On Target | 50sec | 60sec | 70sec | |
| Apr-19 |  | Lagging | 65sec | 60sec | 70sec | |
| May-19 | | Lagging | 61sec | 60sec | 70sec | |
| Jun-19 | | On Target | 48sec | 60sec | 70sec | |
| Jul-19 | | On Target | 50sec | 60sec | 70sec | |
| Aug-19 | | On Target | 24sec | 60sec | 70sec | |
| Sep-19 | | On Target | 16sec | 60sec | 70sec | |
| Oct-19 | | On Target | 21sec | 60sec | 70sec | |
| Nov-19 | | On Target | 20sec | 60sec | 70sec | |
| Dec-19 | | On Target | 15sec | 60sec | 70sec | |
| Jan-20 | | On Target | 19sec | 60sec | 70sec | |
| Feb-20 | | On Target | 14sec | 60sec | 70sec | |
| Mar-20 | | On Target | 37sec | 60sec | 70sec | |
| Apr-20 | | On Target | 31sec | 60sec | 70sec | |
| May-20 | | On Target | 24sec | 60sec | 70sec | |
| Jun-20 | | On Target | 24sec | 60sec | 70sec | |
| Jul-20 | | On Target | 36sec | 60sec | 70sec | |
| Aug-20 | | On Target | 24sec | 60sec | 70sec | |
| Sep-20 | | On Target | 15sec | 60sec | 70sec | |
| Oct-20 | | On Target | 24sec | 60sec | 70sec | |
| Nov-20 | | On Target | 16sec | 60sec | 70sec | |
| Dec-20 | | On Target | 19sec | 60sec | 70sec | |
| Jan-21 | | On Target | 16sec | 60sec | 70sec | |
| Feb-21 | | On Target | 27sec | 60sec | 70sec | |
| Mar-21 | | On Target | 26sec | 60sec | 70sec | |
| Apr-21 | | On Target | 39sec | 60sec | 70sec | |
| May-21 | | On Target | 23sec | 60sec | 70sec | |
| Jun-21 | | On Target | 33sec | 60sec | 70sec | |
| Jul-21 | | Monitoring/No Info | 60sec | 70sec | ||
| Aug-21 | | Monitoring/No Info | 60sec | 70sec | ||
| Sep-21 | | Not Defined | 60sec | 70sec | ||
| Oct-21 | | Monitoring/No Info | 60sec | 70sec | ||
| Nov-21 | | Monitoring/No Info | 60sec | 70sec | ||
| Dec-21 | | Monitoring/No Info | 60sec | 70sec | ||
| Jan-22 | | Not Defined | ||||
| Feb-22 | | Not Defined | ||||
| Mar-22 | | Not Defined | ||||
| Apr-22 | | Not Defined | ||||
| May-22 | | Not Defined | ||||
| Jun-22 | | Not Defined | ||||
| Jul-22 | | Not Defined | ||||
| Aug-22 | | Not Defined | ||||
| Sep-22 | | Not Defined |
Data Source Details & Calculation Information |
Symposium / Nortel Phone System - Average Speed of Answer = Total Waiting Time for Answered Calls/Total Number of Answered Calls. Application Performance Report for 4 queues: CCC English, CCC Spanish, SW English, SW Spanish for a month. When looking at quarterly/annual reporting, must pull the report by time period requested.
CallsAnsweredDelay/CallsAnswered
Measure Type |
Performance Liaison |
| SG | Sharon Gamble (CPE- Communications & Public Engagement) |
Measure ID |
Administrator Notes |