Traffic question TFC003 1

[telepath]

I'm confused with the definitions in the NPT.
From "Average speed of answer" & "Average time in queue" wich one tells me how much average time a client had to wait until the attendant answered his call?
I have read the manual but the definitions seem a lot alike.
Thanks.

 

[GHTROUT]

Average Speed of Answer is the time the caller waited to get an answer. From the callers first ring, to the time you say Hello Gene!

Average time in queue could be zero all day long even if you get a lot of calls. This because there is only a "queue" of calls if no attendants are idle when I call you. If I call and you have an available attendant at that time, I do not queue for an answer - I just ring a console.




~~
Gene at GHTROUT.com

 

[telepath]

As always very helpful Gene.
Thanks a lot.