In contact center lets see what is Customer response time

Customer response time can be classified in 2 categorizes

1. Immediate response

• Usually many customers are waiting at the same time.
• There is a queue 
• Customer are expecting an immediate response 
• Example : Phone calls , instant chat

2. Not Immediate response

• There is no live queue 
• Customer are not expectin an immediate respone but at the same time there is a threshold for the waiting
• Example : email response , snail mail 

 Immediate response terms of the service level for example how many customer contact answered with in a Predefined threshold , or x % answered in Y second or less . OR 80%  of call answered in 20 second.