A method and apparatus for integrating queries across different media types so that the response time performance of a customer care agent, such as time to respond and/or time to repair can be uniformly measured are disclosed. The present method can provide configurable time to respond and time to repair targets on a per media type basis or on a per queue basis across all different media types. Individual media type and/or queue thresholds can be set and alarms and notifications can be triggered when customer care agents exceed these thresholds.