Use to analyse touch time vs elapsed time across the resolution path — queue wait, customer wait, back-office wait, and where elapsed time hides real delay. Trigger for "flow efficiency", "touch time vs elapsed time", "where is the time going", "customers waiting on us", back-office bottlenecks, idl
Use to analyse touch time vs elapsed time across the resolution path — queue wait, customer wait, back-office wait, and where elapsed time hides real delay. Trigger for "flow efficiency", "touch time vs elapsed time", "where is the time going", "customers waiting on us", back-office bottlenecks, idle time in cases, or end-to-end time much longer than handle time.
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