ASA calculator
Calculate the average waiting time before an agent answers a call. Enter the total waiting time and the number of answered calls. Compare it with benchmarks.
Your data
For a given period (day, week, month):
Enter your numbers and click Calculate.
What is ASA?
Average Speed of Answer is the average waiting time before an agent answers a call. It is the most visible metric from the customer side: the time spent listening to hold music.
The formula: ASA = Total waiting time / Number of answered calls
A high ASA destroys immediate satisfaction. Beyond 30 seconds, customers get frustrated. Beyond 60 seconds, they start thinking about hanging up. ASA is directly tied to staffing and agent occupancy.
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