Whitney

Can I ask if there are any plans to provide the Pick-Up or Speed to Answer time (as Bruno had asked earlier in the thread) for agents in the future? - Thanks!

Is there any metric that can show pick-up time or Speed to Answer time for agents? I'm having a hard time finding this between Call Wait Time and Call Answer Time. They're both close, but I'm only looking for the time when the call starts ringing the agent and how long it takes for them to answer the call. Any help is appreciated, thanks!