Oct 5, 2023 · Average Agent Speed of Answer (AASA) indicates how fast call center agents answer inbound calls. This metric starts when the minute an agent’s phone rings and ends when the agent …

In a contact center or call center, supervisors monitor and track the average speed of answer (or ASA) to determine the amount of time required for the call center to answer a customer call or message. …

Numerous acronyms and short phrases such as ASA -- Average Speed of Answer -- and IVR -- Interactive Voice Response -- describe these metrics and the technology used to manage calls.

Feb 17, 2022 · ASA is a call center metric indicating the average amount of time it takes for your staff to answer calls over a specific time period. This includes the amount of time callers wait on hold, but it …

Average Speed of Answer is a key contact centre metric that measures the average time it takes for an agent to answer an inbound call after it enters the queue. This includes the time a caller spends …

Sep 7, 2017 · Average speed of answer is defined as the average amount of time it takes for a call center to answer a phone call from a customer. Included in this metric is the time a caller waits in a …

However, ASA does not include the time spent routing a customer internally to the proper queue. Nor does it include the time a representative or IVR answers the customer’s question or solves a caller’s …

ASA measures the average time it takes for agents to answer calls once they enter the queue. Unlike total wait time, which may include time spent navigating IVR menus, ASA focuses on the period …

Average speed of answer (ASA) is an important call center metric that measures how long it takes, on average, for a customer call to be answered by a live agent after entering the queue. ASA captures …

Jul 15, 2025 · By utilizing Automatic Call Distribution (ACD), an Interactive Voice Response (IVR) system, and advanced call routing options, contact centers can lower the Average Speed of Answer …