TechMasters

Author Dilip Kumar

Date
Purpose To analyze the wait times of
technical support calls to
TechMasters
 Prepared By: Dilip Kumar

TechMasters
Technical Support Wait Times

Wait Time Measures

Excellent 22 sec. Average Wait Time (All Days) 44.2
Good 28 sec.
Acceptable 47 sec.
Poor 69 sec. Average Wait Time (Weekdays) 50.3
Very Poor 84 sec.
Unacceptable 90 sec.
Average Wait Time (Weekends) 28.9

Wait Time (Seconds)

SUN MON TUE WED THU FRI SAT
12:00:00 AM 17.0 28.1 28.5 27.7 25.6 21.9 17.2
01:00:00 AM 17.2 32.9 30.4 29.5 30.9 26.6 16.3
02:00:00 AM 17.1 37.7 33.7 31.9 27.1 32.1 17.2
03:00:00 AM 19.4 41.2 31.5 29.7 26.1 33.3 15.7
04:00:00 AM 23.7 43.2 36.1 34.5 31.5 38.9 21.4
05:00:00 AM 24.7 48.3 41.1 39.5 37.6 42.1 24.5
06:00:00 AM 27.4 51.7 41.9 45.0 40.4 49.1 24.8
07:00:00 AM 34.4 64.3 57.7 45.3 43.1 57.5 28.8
08:00:00 AM 42.6 78.3 66.2 61.5 57.5 74.5 34.8
09:00:00 AM 48.3 88.2 74.6 70.6 66.4 83.8 46.5
10:00:00 AM 37.6 79.8 65.9 58.6 53.2 67.6 36.1
11:00:00 AM 42.2 80.4 83.2 60.2 56.5 75.0 37.9
12:00:00 PM 50.7 96.6 91.4 77.4 67.7 88.9 43.6
01:00:00 PM 42.5 93.5 81.3 64.3 61.7 84.4 39.6
02:00:00 PM 37.8 73.9 63.4 57.1 51.9 69.1 34.5
03:00:00 PM 35.8 67.1 58.4 54.5 50.8 63.4 33.9
04:00:00 PM 32.4 62.8 55.4 46.7 48.1 61.7 28.9
05:00:00 PM 29.8 63.9 56.2 51.3 48.5 58.9 28.8
06:00:00 PM 32.6 58.2 51.4 47.7 43.8 55.8 28.1
07:00:00 PM 23.2 53.3 46.7 42.5 40.0 47.4 26.0
08:00:00 PM 24.7 49.3 39.8 39.7 32.9 32.2 18.8
09:00:00 PM 22.0 43.6 40.3 40.3 31.7 30.7 19.2
10:00:00 PM 21.6 35.0 34.1 37.6 32.2 23.0 18.6
11:00:00 PM 24.7 32.8 31.9 32.8 26.0 19.3 16.5

Notes
The Wait time varies across time slots as well as across different days of week wiyh waiting time even
less than 22 sec and more than 90 sec.