Voice Outbound First response time
Feature Request Summary:
I would like very much to report on the outbound voice first response time.
Description/Use Cases:
Scenario: user calls in, and requests a voicemail/callback. I would like to measure the that it takes an agent to respond to the user via the voice channel. So, the timestamp of the first outbound leg - the timestamp of ticket creation. This will allow us to ensure that we are getting back to calls in a timely manner.
In the current data set for voice, it does not have "Duration between events - first reply" and the data set for tickets does not have the capability to specify outbound channels.
Business impact of limitation or missing feature:
This is a critical feature for our business for measuring the success of agents and ensuring speedy service.
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Thanks for posting this feedback, Joshua!
If other users have similar needs, please add your detailed use-case in the comments below and up-vote Joshua's suggestion.
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We absolutely need this metric as well. I'm surprised it was not already included in the [first reply time] for tickets. That event seems to only measure when a public reply (aka email) is sent. But a callback in response to a voicemail that was recorded should be considered a similar event.
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