Understanding Response Time Calculation - Mitel

Modified on Tue, 10 Sep at 7:48 PM

Issue: You may notice discrepancies between the response time displayed in Talkative's platform and the response time recorded in your Mitel system. 


Explanation:

The 'Response In' time in Talkative measures the time between the creation of an interaction and the agent accepting that interaction. It does not measure the time it takes for an agent to send their first message. 


Several factors can cause inconsistencies between Talkative's response time and the response time recorded in Mitel:

* Queuing: an interaction might be queueing for minutes before an agent picks it up and responds.

* Server time: The server time on the Ignite side (Mitel) may be slightly different from the Talkative server time, causing a discrepancy. 

* Console load time:  There may be a slight delay (a second or two) as the console loads. 


It's important to note that if your Mitel system is configured to re-queue interactions based on response time, it will use the time recorded in Mitel, not the time displayed in Talkative. 



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