Average Speed of Answer (ASA) is defined as the average amount of time an interaction waits in the queue before an agent answers. This metric includes only interactions that agents answered. ASA is directly associated with the service level and provides insight into the customer service your organization provides. This metric does not include the time spent before entering the queue. ASA is recorded in the interval in which the agent answered the interaction.

Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count)

Total Answered is defined as the sum of the wait time for the answered conversations.