Average Speed of Answer definition

Average Speed of Answer. (ASA) means the average amount of time calls are in queue before being answered by an agent.
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Average Speed of Answer shall have the meaning set forth in PARAGRAPH IV.1.C.2 of ATTACHMENT PG.
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Average Speed of Answer means the sum of time Customers wait for their calls to be
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Examples of Average Speed of Answer in a sentence

  • The penalty for Contractor's failure to meet the Telephone Average Speed of Answer Performance Commitment shall be the amount shown in Attachment A.

  • Average Speed of Answer Each month 85% of calls will be answered within 15 seconds during applicable hours.

  • Weadopted an Average Speed of Answer (ASA) standard, which requires PG&E to achieve an average wait of less than 20 seconds to speak with a call centerrepresentative.

  • Average Speed of Answer Each quarter, 80% of overall calls will be answered within 20 seconds during applicable hours.

  • The Average Speed of Answer will be for all calls answered during the measurement period.

  • Average Speed of Answer Each quarter 80% of calls will be answered within 30 seconds during applicable hours.

  • If Customer's actual use of automated and live MCI carrier services is less than ***************** above Customer's monthly forecast as required in Paragraph 9 above, MCI agrees to provide an Average Speed of Answer ("ASA") of ********************* or less.

  • Contractor shall employ sufficient customer service staff and management practices to ensure that the Average Speed of Answer is equal to or less than thirty (30) seconds and the maximum Hold Time is ninety (90) seconds or less.

  • This assisted in keeping the wait times (also known as Average Speed of Answer or ASA) and the number of abandoned calls (referred to as Abandoned Call Rate or ACR) from becoming much higher than they could have been.

  • Average Speed of Answer (ASA) is a call center metric for the average amount of time it takes for calls to be answered in a call center during a specific time period.


More Definitions of Average Speed of Answer

Average Speed of Answer means, for all live telephone calls to the Service Desk during a calendar month (i.e., excluding contacts received via HelpNow, or facsimile), the average elapsed time in seconds between: (i) the end user’s selection of the option on the voice response unit to speak to a Service Desk agent; and (ii) the moment that such call is answered by a live agent responsible for receiving such call. The Average Speed of Answer Service Level shall be measured *.
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Average Speed of Answer or "ASA" means the average time in seconds that callers experience in a queue to reach an agent or to initiate a transaction through an interactive voice response system.
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Average Speed of Answer means, for telephony based Incidents or Service Requests, the period of time measured from the moment the Authorized User makes a final selection from the ACD and is placed in a call queue, to the time an agent answers the call, measured in seconds.The monthly Average Speed to Answer Service Level shall be calculated as the total elapsed time in seconds for all calls answered by a Service Desk Agent (after selection of the option on the automated menu that leads to a live person) within a calendar month divided by the total number of calls to the Service Desk for that same calendar month.
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Related to Average Speed of Answer

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