Which of the following metrics represents the average amount of time an interaction waits in queue before an agent answers it?

Which of the following metrics represents the average amount of time an interaction waits in queue before an agent answers it?
A . Average Handle Time
B . Average Speed of Answer
C . After Call Work
D . Average Talk Time

View Answer

Answer: B

Explanation:

Average Speed of Answer (ASA) is the metric that represents the average amount of time an interaction waits in queue before an agent answers it. ASA is calculated by dividing the total wait time of answered interactions by the number of answered interactions. ASA is an important metric for measuring service level and customer satisfaction.

Reference:

https://help.mypurecloud.com/glossary/average-speed-of-answer/

https://help.mypurecloud.com/articles/queue-performance-summary-report/