Contents

• Average Speed of Answer
• How ASA Is Calculated
• ASA for Agent and Skill Group
• Reports That Show ASA for Agents
• ASA for Call Type and Service
• Reports That Show ASA for Call Type and Service

Average Speed of Answer

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• How ASA Is Calculated
• ASA for Agent and Skill Group
• ASA for Call Type and Service

How ASA Is Calculated

Calculations for ASA differ based on the type of system associated with the reporting object.

Table 1 Calculating ASA

Table.Field	Calculation
Skill_Group_Interval	Skill_Group_ Interval.AnswerWaitTime / Skill_Group_ Interval.CallsAnswered
CallType _Interval	Call_Type_ Interval.AnswerWaitTime / Call_Type_ Interval.CallsHandled
Call_Type_Skill_Group_Interval	Call_Type_Skill_Group_Interval. AnswerWaitTime / Call_Type_Skill_Group_Interval.CallsAnswered
Route_Real_Time. AvgSpeedAnswerTo5	N/A
Route_Half _Hour	Route_Half _Hour.AnswerWait TimeToHalf / Route_Half _Hour.CallsAnswered ToHalf
Service_Real_Time Service_Real_Time. AvgSpeedToAnswerTo5	Service_Real_Time.AnswerWaitTimeTo5 / Service_Real_Time.CallsAnsweredTo5
Service_Interval. AnswerWaitTime Service_Interval. AvgSpeedToAnswer	N/A
Precision_Queue_Interval	Skill_Group.AnswerWaitTime / Skill_Group_Interval.CallsAnswered

Note	Calculations ASA differ based on the type of system associated with the reporting object (Unified CC or Unified ICM). The following table shows the calculations. X means the value is included in the calculation.

Table 2 Calculations for ASA

	Call_Type _Skill_Group	Call_Type _Interval	Skill_Group _Interval (Unified ICM)	Skill_Group (Unified CC)	Service_Interval (Unified ICM)	Service_Interval (Unified CC)
Delay Time/ Switch Time				Contains Network Delay	X	Contains Network Delay
Local Queue Time	X	X	X	Not Avail	X	Not Avail
Network Queue Time	SG Time	X	X	SG Time		X
Ring Time	X	X	X	X	X	X
Network Delay Time	X	X	X

Contents

• Average Speed of Answer
• How ASA Is Calculated
• ASA for Agent and Skill Group
• Reports That Show ASA for Agents
• ASA for Call Type and Service
• Reports That Show ASA for Call Type and Service

Average Speed of Answer

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This section provides information about the Average Speed of Answer (ASA).

ASA, also called average answer wait time, is the average of the sum of the time that all incoming tasks to the service waited before being answered. This includes delay time, queue time, and ring time.

ASA starts when the call enters the queue and is set at these levels:

• Agent
• Skill group
• Call type
• Service
• Precision aueue

At the agent and skill group levels, the ASA metric is useful for monitoring agent and skill group performance.

At the call type and service levels, the ASA metric provides insight into how callers experience the system and how quickly calls are being answered.

For agents: The agent's average speed of answer in HH:MM:SS (hours, minutes, seconds) calculated by dividing the total time that callers spent in queue and while the call was ringing at the agent's desktop before the task is answered by the number of calls that the agent answered.

For skill groups: The skill groups's average speed of answer in HH:MM:SS (hour, minutes, seconds) calculated from the time spent by callers when placed in queue and ringing at the agent's desktop before the task is answered divided by the number of tasks answered.

For call types: The average answer wait time from when first queue to skill group or longest available agent (LAA) select node was executed for this call to when this call was answered. This is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels.

For routes: The average answer wait time, for all tasks offered to the route during the interval waited before being answered.

For services:

(Hist) The average answer wait time for all tasks offered to the route during the interval waited before being answered.

(RT) The average speed of answer for all tasks associated with the service during the last five minutes waited before being answered.

For precision queues: The precision queue's average speed of answer in HH:MM:SS (hour, minutes, seconds) calculated from the time spent by callers when placed in queue and ringing at the agent's desktop before the task is answered divided by the number of tasks answered.

• How ASA Is Calculated
• ASA for Agent and Skill Group
• ASA for Call Type and Service

How ASA Is Calculated

Calculations for ASA differ based on the type of system associated with the reporting object.

Table 1 Calculating ASA

Table.Field	Calculation
Skill_Group_Interval	Skill_Group_ Interval.AnswerWaitTime / Skill_Group_ Interval.CallsAnswered
CallType _Interval	Call_Type_ Interval.AnswerWaitTime / Call_Type_ Interval.CallsHandled
Call_Type_Skill_Group_Interval	Call_Type_Skill_Group_Interval. AnswerWaitTime / Call_Type_Skill_Group_Interval.CallsAnswered
Route_Real_Time. AvgSpeedAnswerTo5	N/A
Route_Half _Hour	Route_Half _Hour.AnswerWait TimeToHalf / Route_Half _Hour.CallsAnswered ToHalf
Service_Real_Time Service_Real_Time. AvgSpeedToAnswerTo5	Service_Real_Time.AnswerWaitTimeTo5 / Service_Real_Time.CallsAnsweredTo5
Service_Interval. AnswerWaitTime Service_Interval. AvgSpeedToAnswer	N/A
Precision_Queue_Interval	Skill_Group.AnswerWaitTime / Skill_Group_Interval.CallsAnswered

Note	Calculations ASA differ based on the type of system associated with the reporting object (Unified CC or Unified ICM). The following table shows the calculations. X means the value is included in the calculation.

Table 2 Calculations for ASA

	Call_Type _Skill_Group	Call_Type _Interval	Skill_Group _Interval (Unified ICM)	Skill_Group (Unified CC)	Service_Interval (Unified ICM)	Service_Interval (Unified CC)
Delay Time/ Switch Time				Contains Network Delay	X	Contains Network Delay
Local Queue Time	X	X	X	Not Avail	X	Not Avail
Network Queue Time	SG Time	X	X	SG Time		X
Ring Time	X	X	X	X	X	X
Network Delay Time	X	X	X

ASA for Agent and Skill Group

Agent. The ASA is calculated for the agent at the PG level.

The internal queuing time is sent to the PG by Unified CCE when an agent becomes available for the call. The PG adds up the internal queue time, ring time, and network time and adds that into AnswerWaitTime in the agent skill group table. AnswerWaitTime is then divided by the CallsAnswered for the agent.

skill group. The ASA is calculated for the skill group at the PG level.

For Unified CCE Enterprise Queuing, the time spent in the enterprise queue is not used in the calculation of AnswerWaitTime. The calculation includes the ACD queue time only.

For ACD queuing, the queue time is reported by the PG based on events received from the ACD.

Consider this example:

• A call is queued at skill group X.
• At Time T, the call is then queued at skill group Y at time T+30 seconds.
• An additional 10 seconds transpire before the call is answered by an agent at skill group Y.

In this case, the internal queuing time will be 40 seconds. This is the total length that the call has been queued even though it was only queued at skill group Y for 10 seconds.

The agent's PG adds the internal queue time, ring time, and network time to create the total AnswerWaitTime for the call and adds it to AnswerWaitTime in the skill group table. AnswerWaitTime is then divided by CallsAnswered within the skill group table to arrive at the ASA for the skill group.

Precision queue. The ASA is calculated for the precision queue by summing skill groups across PGs which are associated with the precision queue.

• Reports That Show ASA for Agents

Reports That Show ASA for Agents

These are some reports that show ASA statistics for agents and skill groups:

• Unified IC Peripheral Skill Group Real Time All Fields
• Unified IC Peripheral Skill Group Historical All Fields

Related Information

Unified ICM/CC Report Templates

ASA for Call Type and Service

The call type ASA is calculated as AnswerWaitTime divided by CallsAnswered.

Call type ASA is applicable only when calls are translation routed and includes time spent in the Enterprise Queue as well as time spent in the ACD queue.

ASA for the service is computed based on the AnswerWaitTime as reported from the peripheral. This value includes the time spent on the ACD after the call was offered up until the time the call was answered. If an Enterprise Queue is used, ASA reported for the service does not include time spent in the Enterprise Queue.

• Reports That Show ASA for Call Type and Service

Reports That Show ASA for Call Type and Service

The following report contains ASA statistics:

• Unified IC Call Type Historical All Fields

Related Information

Unified ICM/CC Report Templates