Q

Is calculating average speed of answer the same as average speed of delay?

Expert Lori Bocklund discusses average speed of answer (ASA) and how it can be measured.

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 service level 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.
This was first published in January 2008

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