Unanswered call rate index (E01) and response time to end-user service numbers (E02)
Description
The E01 index is calculated as the ratio of the number of unanswered calls to the end-user service number to the total number of calls (answered and unanswered) to this number and is expressed as a percentage (%). An unanswered call is considered to be a call in which:- the end-user service call center is unable to establish a call (such as the case of sending a busy tone),- the end-user service call center rejects the call,- the calling end-user abandons the call during the waiting period and after a time greater than 5 seconds from the moment the call is established,- the calling end-user receives a response signal from an automated system while selecting communication with an operator but the connection with the operator is ultimately not made.The E02 index is defined as the time from the moment the call is established [such as the case of sending a ringing tone] to the end-user service number until the call is answered by the operator of this call and is expressed in seconds.The E01 and E02 indices are recorded and presented together. Calls where the subscriber has been waiting for more than 5 seconds are not taken into account in the calculation of the indices.
Resources
| Name |
Format |
Description |
Link |
|
8 |
|
https://data.gov.gr/datasets/telecom-quality-index-e0102 |
|
23 |
|
https://data.gov.gr/api/v1/query/telecom-quality-index-e0102 |
|
8 |
|
https://data.gov.gr/datasets/telecom-quality-index-e0102 |
|
23 |
|
https://data.gov.gr/api/v1/query/telecom-quality-index-e0102 |