Debesis / Knowledge base / ASA (Average Speed of Answer)
Average waiting time until a call is answered.
ASA is the average time callers wait until an agent answers.
ASA is usually viewed together with the service level, e.g. 80% of calls within 20 seconds. Call-backs and a well-built IVR reduce waiting time.
Debesis shows waiting times live on the wallboard and in reports.
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