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ASA stands for Average Speed of Answer. ASA is a call center metric that reports how long (on average) callers wait in queue before their call is answered.
Reports use ASA to ensure the call center hits its SLAs (Service Level Agreements). It is similar to Expected Wait Time but historical and accurate to the customer’s experiences.
High ASA stats, with low handle times suggest more staff is needed for the volume of calls.
Steve Wozniak
Co-Founder of Apple
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