Abstract: A method for determining a customer service metric using time-based predictive association based on user interactions over interaction channels. Events associated with intended transaction types are identified as characterized or uncharacterized, and sorted chronologically based on when the event occurred. Sequences of events are created based on analysis of each event against a chronologically consecutive later event and a determination of whether each event is uncharacterized and occurred before the later event and the sequence does not include a characterized event, or, that the earlier event is a characterized event or the sequence includes a characterized event, and the earlier event occurred a period of time before the later event. The later event is appended to a sequence, or an additional sequence is created including the later event, and the sequences are filtered. A customer service metric is determined based on a duration of time calculated for each sequence.