Directory information services response time index (K01)

The K01 index is defined as the time from the moment the call is established [such as the case of sending a ringing tone] to the directory information service until the operator or an equivalent voice response system answers the calling end-user to provide the requested number.The provider presents the 50th and 95th percentiles of the response time of directory information services, as well as the percentage of calls answered within 20 seconds from the moment the call is established. The response time excludes the duration of the initial information message, while any remaining time in voice response systems (Interactive Voice Response, IVR) is included.