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Average Speed of Answer vs Average time in queue
- Thread starter iing9808
- Start date
Do you have access to the NTP Automatic Call Distribution #553-3001-351 as these terms are explained there.
ASA is the average time, in seconds, that each answered ACD call had to wait for answer.
For the average time in queue, do you mean for abandoned calls?
ASA is the average time, in seconds, that each answered ACD call had to wait for answer.
For the average time in queue, do you mean for abandoned calls?
Here is a little calculation tool for TFC003 and TFC004
Average time in queue applies only to calls that "were" queued. Queued is defined as the caller is ringing your system but not yet ringing on an attendant key because they are all looped in or on calls. Queue time is from the time they become queued until the time they are presented to a console and begin buzzing.
Average Speed of Answer is the time between the caller reaching your system until the loop key is pressed by the attendant.
Average Response Time is the time between the loop key buzzing with a call and the attendant pressing the key.
Another often misunderstood value is "Internal" vs.. "External" in TFC004. Internal is _any_ call that originates in your system - that includes calls the users made to the console ~and~ any internal or external outgoing call the attendant originates, such as to home to talk to a user. An external inbound call pegs "External" once, but the Attendant is not pegged for internal in that call - no double pegging in other words.
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Average time in queue applies only to calls that "were" queued. Queued is defined as the caller is ringing your system but not yet ringing on an attendant key because they are all looped in or on calls. Queue time is from the time they become queued until the time they are presented to a console and begin buzzing.
Average Speed of Answer is the time between the caller reaching your system until the loop key is pressed by the attendant.
Average Response Time is the time between the loop key buzzing with a call and the attendant pressing the key.
Another often misunderstood value is "Internal" vs.. "External" in TFC004. Internal is _any_ call that originates in your system - that includes calls the users made to the console ~and~ any internal or external outgoing call the attendant originates, such as to home to talk to a user. An external inbound call pegs "External" once, but the Attendant is not pegged for internal in that call - no double pegging in other words.
~
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