May 16, 2005
We currently offer ASA (Average Speed of Answer) and AWT (Average Wait Time) KPI's. The timer starts on ASA after the caller completes the IVR treatment, greeting, and system status message and stops when the call is answered. AWT starts when the the call hits our call center application and then ends when the call is answered.
ASA will always be less than AWT since ASA is only the hold time and AWT includes hold time, IVR and other IVR treatments. Are these accurate definitions of these two KPI's?
We are also considering changing the ASA to AHT (Average Hold Time) since the caller is actually on hold during that measurement. Any thoughts? -- Scott Kirkpatrick
– Scott Kirkpatrick