Average Speed of Answer
Average Speed of Answer (ASA) is the average answer wait time (the sum of the time that all incoming tasks waited before being answered). Answer wait time includes delay time, queue time, and ring time. ASA starts when the call enters a queue, and is set for four entities:
ASA is reported in hours, minutes, and seconds (HH:MM:SS).
For agents, the ASA is calculated by dividing the total answer wait time for calls answered by the agent by the number of calls that the agent answered. (AnswerWaitTime/CallsAnswered)
For call types, ASA is calculated by dividing the total answer wait time for the call type by the number of calls that were handled by that call type. (AnswerWaitTime/CallsHandled)
For skill groups and precision queues, ASA is calculated by dividing the total answer wait time for calls answered by the skill group or precision queue by the number of calls that were answered by that skill group or precision queue. (AnswerWaitTime/CallsAnswered). Consider this example:
A call is queued at skill group X for 30 seconds.
The call is then queued at skill group Y for 10 seconds.
In this case, the total queue time is 40 seconds and is used to calculate ASA for skill group Y, even though the call only queued at skill group Y for 10 seconds.