Average Speed of Answer ASA

Average Speed of Answer (ASA) calculation = Total time waited by customers to reach a customer service operator ÷ Number of calls

Also called Average Seconds to Answer or Average Time to Answer (ATA).

It is part of the customer service ratios.

It measures the average time that has been taken to answer the customers calls.

→ Customer Service dashboard

Total time waited by customers to reach a customer service operator ÷ Number of calls