CC061 — RESPONSE-TIME DEFINITION SHEET
Reusable operational worksheet. All supplied example policies and outcomes are fictional.
Version: __________  Effective from: __________  Next review: __________
Process owner: __________  Approver: __________

1. SCOPE
Included channels and enquiry types: __________
Live answered inbound calls reported separately: yes / no
Exclusion reasons agreed before reporting: __________
Exclusion reviewer and audit evidence: __________

2. START AND END EVENTS
Received: original source acceptance or inbound ring-start.
Fallback where receipt is unknown: __________
Unknown or estimated timing must be labelled; never replace with zero.
Acknowledged: automated or manual receipt confirmation; separately recorded.
Owner accepted: named person accepts the next action; no customer contact implied.
First human attempt: employee-initiated dial or reviewed individual response.
A failed or unanswered dial remains an attempt with its actual outcome.
Meaningful response: employee communicates a relevant actionable answer or next step.
Written qualification: individual reviewed content; use the delivery-system acceptance timestamp; no known failure. Queued drafts and scheduled sends do not qualify.
This definition does not prove customer reading. Later bounces require qualification correction.
Generic receipts and voicemail requesting only a callback do not qualify.
Two-way contact: relevant live or written exchange; no booking or sale implied.
Other automation/answering-service actor classifications: __________

3. COVERAGE
Named time zone: __________
Monday: __________ Tuesday: __________ Wednesday: __________
Thursday: __________ Friday: __________ Saturday: __________ Sunday: __________
Planned closures, split shifts and effective calendar version: __________
Lunch arrangement: __________
Unplanned absence does not retrospectively reduce promised hours.
Archive the original calendar version; never reset deadlines at reassignment.

4. TARGETS AND ROUTING
Attempt target in staffed minutes: __________
Meaningful-response target in staffed minutes: __________
Acceptance target: __________
Backup escalation trigger before response deadline: __________
Primary roster: __________ Backup roster: __________ Supervisor: __________
Unknown service area / language / unsupported enquiry route: __________
Authority to offer appointments or explain next steps: __________

5. CUSTOMER TIMING AND COMMUNICATION REVIEW
Customer time zone source and confidence: __________
Requested callback/channel/window: __________
Approved communication policy reference and review owner: __________
Record requested timing separately; keep standard response clock unchanged.
Report callback adherence separately from standard target result.
Permission-review delays retain real timestamps and a documented next review.

6. REPORTING
Cutoff timestamp including offset: __________
Elapsed minutes = qualifying event instant minus original receipt instant.
Staffed minutes = sum of overlaps of that interval with approved non-overlapping staffed windows. Merge overlapping coverage before calculating; responder headcount does not multiply clock time.
Calculate using seconds or finer precision; round only for presentation.
Due timestamp = receipt plus target duration accumulated only inside staffed windows.
Response exactly at the due timestamp counts as on time. A response after an expired closing-time deadline is late even when the staffed-duration total has not increased.
Due cohort = eligible records whose due timestamp is at or before cutoff.
On-time numerator = due records with qualifying event at or before due time. Ignore later events when evaluating an earlier reporting cutoff.
Overdue missing events remain in denominator; never use completed responses alone.
Not-yet-due records shown separately. Refresh status at every reporting cutoff. Completion is separate: an early-completed record is not unresolved. If no records are due, report no due enquiries, not a percentage.
Missing event cell = no established event, not zero response time.
A later successful action closes outstanding work without erasing a late result.
Customer timing exceptions may have a labelled supplementary view, never a silent replacement.

7. AUDIT AND REVIEW
Source event evidence location: __________
Correction history and reviewer: __________
Access, retention and privacy process reference: __________
Weekly review owner and meeting: __________
Next operational change to test: __________
Baseline period and comparison period: __________
Changes to definitions/calendars require new versions.
