I16 - Average Speed to Respond to Telephone, Email, and Web  Requests

This report shows, for a particular timer period and company, the number of hours that have elapsed since the user filed the request and an analyst starts working on the request. The response speed is averaged over a month and is shown by the reported source.

The Details tab includes the data in tabular format and includes the month, the reported source (telephone, email, or web), the average speed to respond in hours, and the total number of incidents. Only the incidents whose reporting source is email, phone, or web are included. The incidents whose incident responded date is not null are included. The time spent before responding to the incidents is averaged.

Operational managers and executives can use this report to determine whether incidents are being responded to in a timely manner and to analyze notable differences in response time that appear between the reported sources.