Response Time Measurement: Audio Response
In this example a call is placed to a telephone and cable company. Responses to requests to ‘say one’ or ‘say telephone’ are audio. The person who answers the phone at the conclusion of the call chain will enter response code 2467. The call will be recorded and available for playback by logging on and going to the PNM Reports web page. The total allotted time for the call to take place is 110 seconds. If the response code is not received by PNM within the 110 seconds the call will be terminated.
The RTM chain parallels the progress of the call as follows:
| Call | RTM Chain |
|---|---|
| 1) Call answered; greeting played. Response to ‘are you a customer Of Brookfield telephone and Cable?’ | 18 second delay is allowed for the greeting to finish Play audio file ‘Yes’ |
| 2) Announcement requests: Enter or Say ‘1’ for technical help or enter or say ‘2’ for billing | 8 second delay is allowed for the announcement Play audio file ‘One’ |
| 3) Brief announcement; say ‘telephone’ or ‘cable’ | 6 second delay is allowed for the announcement to finish Play audio file ‘telephone’ |
| 4) Brief announcement ‘connecting’ | 6 second delay is allowed for the announcement to finish |
| 5) Phone rings for telephone technician | Audio file ‘Brookside cable and telephone test call. Please enter your four digit response code followed by # sign’ is played continuously with a brief 3 second pause in between. |
| 6) Telephone technician answers call and enters four digit response code | Call is terminated and the call time recorded |
Actual PNM User Web Page
