Contact Center1 MIN READ
Average Delay to Answer
In contact center management, the average delay to answer (ADT) is a metric that reflects the amount of time it takes for an incoming call to access the queue. Usually defined as the average amount of time in seconds that customers are forced to wait before an agent is able to speak with them. ADT is usually calculated by measuring how long it takes for a customer to connect with an agent and dividing that number by the total number of calls made.
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