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What is the average speed of delay and how can it be measured?
Average speed of delay is not standard terminology for call center metrics. You are probably looking for
average speed of answer
(ASA). ASA is commonly measured by the ACD software of the phone system and can be measured for any group, call type or routing path. If you're going to look at ASA, look at
as well; that's our preferred metric to show the customer experience with delay, and is expressed as X% of calls answered in Y seconds (e.g., 80% in 35 seconds). It is generally a better measure of customer experience and a good metric for planning using Erlang models.