Average Speed of Answer (ASA) / Average Delay
Author: CCa2z
Date: 17th September 2009
Average Response Time (ART) - also called Average Speed of Answer (ASA) or Average Delay (AD) - is one of the key metrics used in call centres. What effectively this attempts to describe is the average time in which all calls are answered. This means we take the total wait times of all calls and divide by the total number of calls.
Calls |
Calls |
Calls |
Percent |
Longest |
Average |
SL |
Whilst this is a useful metric it is not absolutely correct, as many calls are answered immediately and some will wait much longer. As you can see above, whilst we have an average delay of 10 secs, some callers can wait up to 2 mins.
Try telling the caller who has had a large delay y seconds that your average delay is only x seconds!
From the caller perspective the delay time is from the moment they have dialled to the point at which their call is answered. This would, therefore, include navigating through IVR and subsequent queuing. The call centres which only measure queue time are not accurately reporting, but this is quite acceptable as from their perspective, they can only respond to calls once they are presented to the queue and hence, the clock starts ticking.
This logic also applies to service level reporting.
Call >> |
Network |
ACD Time |
|
||
|
Busy Signal |
IVR Ring |
ACD Queue |
Talk Time |
After Call Wrap |
|
Where No |
|
Turret Ring Time |
|
|
|
Trunks |
Delay Time |
Handle Time |
||
|
Available |
|
Agent Load |
||
|
|
Trunk Load |
|
Turret Ring Time can occur where calls are presented to the turret for the agent to accept.