Which metric indicates the average time taken to answer phone calls in incident management?

The metric that indicates the average time taken to answer phone calls in incident management is the Response Time. This measurement is specifically focused on how quickly support staff can address incoming calls, reflecting the efficiency of the helpdesk or support team. A lower response time is generally desirable, as it suggests that customers are being assisted promptly, which can enhance overall customer satisfaction with the support experience.

In contrast, the other options focus on different aspects of service management. Quality Monitoring tends to assess the performance and standards of the support interactions rather than the speed of response. Service Level Agreements (SLAs) establish the agreed-upon performance benchmarks and expectations between service providers and customers but do not directly measure the time taken for individual responses. Customer Satisfaction Score, while critical for understanding the overall satisfaction of users, evaluates their perception after the service has been provided rather than measuring the time involved in responding to calls.