3 ms·
Blame dumb call center metrics, intentional disconnects like that keep the average wait time down which allows bad call centers to look better in reports.
by rtkwe 8y ago
Blame dumb call center metrics, intentional disconnects like that keep the average wait time down which allows bad call centers to look better in reports.
- aoeusnth1 8y agoA better metric would include all subsequent wait times: Adjusted wait time = avg(wait_time) / (1 - p_disconnect)
- rtkwe 8y agoI can see why they wouldn't want to include all disconnects in their adjusted wait time because that'd include everyone who disconnects accidentally and disconnects because they figured it out some other way.