{"id":162844,"date":"2026-06-10T16:56:49","date_gmt":"2026-06-10T16:56:49","guid":{"rendered":"https:\/\/digitionary.com\/dictionnaire\/disconnect-time\/"},"modified":"2026-06-10T18:16:39","modified_gmt":"2026-06-10T18:16:39","slug":"disconnect-time","status":"publish","type":"dictionnaire-dico","link":"https:\/\/digitionary.com\/en\/dictionnaire\/disconnect-time\/","title":{"rendered":"Disconnect time"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Answer time is an important criterion for evaluating the efficiency and performance of a customer service center handling inbound calls. It represents the average time customers wait for their call to be answered by a human agent. It&#8217;s worth noting that average answer time often underestimates the actual wait time for callers, as it doesn&#8217;t account for those who eventually give up after waiting. Under regulations, ARCEP requires operators with more than 100,000 subscribers to publish standardized data on the quality of their customer service, including average answer time. For example, here is the information provided by Orange for the last quarter of 2014: Here is an excerpt illustrating wait and answer times.<\/p>\n","protected":false},"template":"","categories-glossary":[312],"class_list":["post-162844","dictionnaire-dico","type-dictionnaire-dico","status-publish","hentry","categories-glossary-crm-customer-relationship"],"_links":{"self":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/dictionnaire-dico\/162844","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/dictionnaire-dico"}],"about":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/types\/dictionnaire-dico"}],"wp:attachment":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/media?parent=162844"}],"wp:term":[{"taxonomy":"categories-glossary","embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/categories-glossary?post=162844"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}