Cisco Cisco IPCC Web Option User Guide

Reporting on Average Speed of Answer

Average Speed of Answer (ASA) is the total wait time of a call before being answered divided
by the number of answered calls.

ASA is set at these levels:

•

Call type

•

Skill group

•

Agent

For measuring overall customer experience, the ASA for the call type provides the most insight
into overall call treatment. At the skill group and agent level, the ASA metric is more useful
for monitoring agent and skill group performance than for obtaining insight into how callers
are experiencing the system.

ASA for the Call Type

The ASA is calculated for the call type at the ICM/IPCC Central Controller. ASA is
AnswerWaitTime divided by CallsAnswered. The ICM/IPCC Central Controller can determine
the complete AnswerWaitTime only when it receives the answer event from the Cisco
CallManager peripheral. When the answer event is received, the ICM/IPCC Central Controller
adds the Answer WaitTIme it calculates into the AnswerWaitTimetoHalf in the CallType Half
Hour table. The Answer wait time starts at the first Queue to Skill Group node that was executed
for the call and ends when the call was answered

You can find ASA information for the call type in real-time and historical Call Type WebView
reports.

ASA for the Skill Group

The ASA is calculated for the skill group at the PG level. ICM/IPCC sends the queue time to
the PG when the agent becomes available for the call. This queue time is the total queuing time
of the call, beginning when the first queue to skill group node is executed in the routing script
for the call. This time is sent to the PG by ICM/IPCC when the agent becomes available for the
call.

Consider this example:

•

A call is queued at Skill Group X

•

At Time T the call is then queued at Skill Group Y at time T+30 seconds

•

An additional 10 seconds transpire before the call is answered by an agent at Skill Group Y

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)