What is time to flow?

• A. The length of time from the start of the call to when an agent answered the call.
• B. The length of time from when a customer answered the call to when the system transfers the call into an outbound flow.
• C. The total duration of the call including wrap-up.
• D. The time from when the agent finishes the call to the next call.

Answer: (B)

Time to flow is the interval from when the customer answers the call to when the system transfers the call into an outbound flow. This is the moment the outbound processing logic starts handling the call, so it directly measures how quickly the system moves from answer to active outbound routing. This matters because any delay before the flow begins can slow down processing and impact the customer experience. The description that matches this exactly is the one that states the duration from answer to transfer into the outbound flow. Other options refer to different metrics—ring-to-answer time, total call duration including wrap-up, or the time after the call before the next one—so they don’t reflect the transfer into the outbound flow.