ASA (Average Speed of Answer)

Examples

1. 01ASA on the hotline is 45 seconds, measured from the end of the menu to the moment an agent picks up.
2. 02The service team reviews ASA by hour and channel, and uses it to set the staff roster for the next week.
3. 03When ASA rises above 60 seconds for more than 15 minutes, two agents automatically switch from email to phone until the queue clears.