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 means the sum of time Customers wait for their calls to be

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.

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.

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

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

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

• Agent will provide one of the Designated Representatives with a report, upon request, that will provide total calls which will include the following: IVR Calls, CSR Calls, Abandoned Calls, Average Speed of Answer (ASA) and any CSR call that could not be resolved at the point of contact.

• Performance incentives and disincentives for Overall Diversion Level, Minimum Single-Family Diversion Level, Minimum Commercial Diversion Level, Contamination, Average Speed of Answer and Ninety (90) Second Maximum Hold Time shall be calculated in aggregate for the SBWMA Service Area and Agency’s share shall be proportional based on the tons of Solid Waste Collected by Contractor for Rate Year One (2011) by Previous Contractor.

• Telephone and Internet Chat Standards: · Average Speed of Answer: [**]seconds or less.

• Call Center Standards • Mail Order • Pharmacy Help Desk (for United dedicated toll free numbers) Average Speed of Answer (ASA): Answer 80% of calls within 30 seconds or less.

• The Average Speed of Answer (ASA) is defined as the time from which a call is presented to the Customer Service system until it is answered by a live operator who is capable of servicing the caller.

More Definitions of Average Speed of Answer

Average Speed of Answer shall have the meaning set forth in PARAGRAPH IV.1.C.2 of ATTACHMENT PG.

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 *.

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.