Recently we stumbled upon the need to have a metric that give us the average amount of time an agent is being waited before answering a call.
Such metric is not actually present because we only have Call Answer Time which does not necessarily represents the time for one agent. What I mean is - we have 45 seconds wait time before the call is being transferred to another agent and lets say he/she responds in 15 seconds - the Call wait time will be 60 seconds and it will appear as 60 seconds Call wait time for the agent that actually responded in 15 seconds.
This is why we actually need Leg Answer Time, so we can have more accurate data when it comes to a specific agent.
Thank you in advance.
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