Ring time is the metric measuring how long a call remains in the alerting state. It starts when the destination terminal begins receiving ringing voltage or a SIP INVITE, and ends when the call is answered, abandoned, or forwarded. Call centers track this metric rigorously to ensure agents are meeting service level agreements for prompt response times.
Heard on the job
Our average ring time spiked to twenty seconds during the outage because the queue was overflowing.