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Glossary:Average Speed of Answer

Also known as ASA. The average amount of time that it takes from the initial arrival of an interaction into the interaction management system to the delivery of that interaction to an endpoint—for example, the average amount of time that a caller will wait in queue for an agent to become available. The unit of measurement is influenced by the average length of each call, the number of agents who are available, and the total number of calls that are arriving.

In Premier Edition Cloud, this is calculated using the formula below.

[+] Formula


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This page was last modified on October 7, 2016, at 11:21.