We’re updating our service level and wait time calculations so that they’re more meaningful and actionable metrics.
Right now, service level and wait time are both measured from the very start of the call (i.e. the moment the Dialpad system answers the call). We'll be changing this so that they're both measured from after the greetings and menus are finished.
Specifically, that will be either when the call first starts ringing to an agent, or when the call is queued, whichever comes first. This brings our measurements for both service level and wait time in line with industry norms.
This diagram illustrates the current and future points at which we will measure service level and wait time.
'Wait Time' will be renamed 'Average Speed to Answer' as well.
Why are we doing this?
We got lots of feedback from customers like you that the current way we measure these numbers isn’t in line with industry standards. Time listening to or navigating a menu shouldn’t be included, because you can’t answer the call before the caller is past it. With these changes, we’ll be measuring from the earliest point that you could potentially answer the call.
What does this mean for me and my analytics?
On September 25, 2020, we’ll roll out these changes. In terms of what to expect, your wait time metric will likely be shorter than it is now and service level performance will likely be higher than it is now.
One important point to note is that we will only be showing these new metrics for calls received from July 1, 2020, and onward.
Prior to July 1st, service level and wait time will be calculated as they are now. From July 1st onwards, service level and wait time will be calculated using the new timestamps.
That means if you look at metrics for the month of August, for example, the numbers shown now will be different than the numbers that you’ll see once this change goes out in late September. If you want to keep a record of the current method of calculation, please make sure you save a screenshot of the Service Level and Queue tab metrics prior to September 25.
Along with these changes, we’ll also be introducing a new metric called “Time in System.” This will be equivalent to the old way we calculated wait time, so you can still see the complete waiting duration if that’s valuable to you.