Filipa Silva at Talkdesk outlines how to achieve the best business results by optimizing the average speed of answer and call average wait times.
What is Average Speed of Answer and Average Wait Time?
Average speed of answer (ASA)– as an agent’s performance metric– shows the average time it takes for agents to answer an inbound call. This includes the time the agent’s phone rings but excludes the time the caller spent in the queue or interacting with an IVR.
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