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Average Speed of Answer (ASA)
Average Speed of Answer (ASA), also called Average Answer Wait Time, is the sum of the
time that all incoming tasks to the service waited before being answered. This includes delay
time, queue time, and ring time.
Answer Wait time starts when the call enters the queue and is set at these levels: Agent, Skill
Group, Call Type, and Service.
At the agent and skill group levels, the ASA metric is useful for monitoring agent and skill
group performance.
At the Call Type and Service levels, the ASA metric provides insight into how callers experience
the system and how quickly calls are being answered.
For Agents: The agent's average speed of answer in HH:MM:SS (hour, minutes, seconds) is
calculated by dividing the total time that callers spent in queue and while the call was ringing
at the agent's desktop before the task is answered by the number of calls that the agent answered.
For Call Types: The average answer wait time from when first queue to skill group or LAA
select node was executed for this call to when this call was answered. This is an important
measure of service quality because the time can vary, even over the course of one day, due to
call volumes and staff levels.
For Routes: The average answer wait time, for all tasks offered to the route during the interval
waited before being answered.
For Services:
(Hist) The average answer wait time for all tasks offered to the route during the interval waited
before being answered.
(RT) The average speed of answer for all tasks associated with the service during the last five
minutes waited before being answered.
For Skill Groups: The skill group's average speed of answer in HH:MM:SS (hour, minutes,
seconds) calculated from the time spent by callers when placed in queue and ringing at the
agent's desktop before the task is answered divided by the number of tasks answered.
Bucket Intervals
Bucket Intervals allow you to track data for calls abandoned or answered within specific time
increments (for example, between 0 and 8 seconds, or under 60 seconds). Bucket Intervals are
associated with call types and can be set for the system as a whole and for individual call types.
Local settings override those set at the system level.
Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.0(4)
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Chapter 12: Unified ICM/CCE Reporting Concepts
Average Speed of Answer (ASA)