Common use of Seconds Clause in Contracts

Seconds. The percent of calls answered within 20 seconds is calculated by dividing the number of calls answered within 20 seconds by the total number of calls answered during the year. “Calls answered” include calls answered by a customer service representative (“CSR”) and calls completed within the voice response unit (“VRU”). Abandoned calls are not considered. The time to answer is measured once the customer makes a selection to either speak with a CSR or use the VRU. VRU calls are included beginning in the year 2000.