How does an agent response test work?

After navigating through the final IVR prompt, we begin a countdown timer…

1. The Spearline in-country server dials your Toll or Toll-Free contact number using standard ISDN phone lines provided by local carriers in-country.
2. Spearline sends DTMF tones to navigate through your IVR system.
3. After navigating through the final IVR prompt, we begin a countdown timer. At the same time, we begin to play a prompt, asking the agent to press one on their keypad.
4. When we receive a tone for 1, a thank you prompt plays, and the call disconnects. The time taken for the agent to respond is recorded. If no tone is received from the agent before the call times out, this is recorded as a failure.

As an optional extra, we can ask the agent for extra inputs such as their extension number or the call whisper displayed on their phone.