CALL TIME DURATION DEFINITIONS
There are so many short hand abbreviations of ways to count and calculate the encounters used in triage, what do they all mean?
When you close a call ticket, call times are recorded into a separate database for easier reporting. There are multiple
times to consider to evaluate your calls standards and efficiency.
TimeStamps are found in these points of a triage call:
0 Sent to queue from Answering Service
1 Ticket Claim Time
2a. First Click to Call time
2b. Click to Call before note open
3. Note Open Time
4. Note Close Time
5. Ticket Closed time
6. Telephone Time from C2C CDR
7. Parked Times
We short name these times into a 2 or 3 letter code to make it easier to read and comprehend the calculations.
When you close a call ticket, call times are recorded into a separate database for easier reporting. There are multiple
times to consider to evaluate your calls standards and efficiency.
Triage Logic has two types of deployments which utilizes the timers in different manors, many terms are the same,
some are not used while the other would. The significant difference is the use of Click2Call records, which integrates
initiated call times from outside phone systems into Triage Logic Reporting.
In the top of a closed ticket in the HISTORY tab, you will see the following numbers.
REPORTED TIMES | |||||||||||||||||||||
| CBT | TR | DR | TRT | NT | TT | TTT | TTO | ET | PT | OT | CNT | TET | NPT | ANT | TNT | CBTC | CBTT | CBTP | CBTN | CBTL | |
| 2.1 | 1.2 | 0 | 1.2 | -0 | 1.2 | 1.2 | 0 | 3.4 | 0 | 0 | 0 | 3.4 | -0 | 0 | 0 | 2.1 | 2.5 | 0 | 3.4 | 2.5 | |
LEGEND & EQUATIONS TO GET TIMES
| LEGEND of TIMESTAMPS: 0. Sent to unassigned. 1a. Ticket Claim time 1b. Ticket Take time 2a. First Click to call time 2b. Click to call before note open 3. Note open time 4. Note close time 5. Ticket Closed time 6. Telephone Time from C2C CDR | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
If you have any further questions, please do not hesitate to send us an email or a support ticket with your questions.
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