Time Metrics

Average Speed of Answer

Average Speed of Answer (ASA) is the average time a customer waits from entering the queue to being connected with an agent. In Zendesk Talk this is usually measured as call answer time and excludes voicemails and repeated waits after a transfer.

Why Average Speed of Answer Matters

ASA is the live-channel equivalent of first response time. Because callers abandon rather than wait, small increases in ASA translate directly into lost contacts and repeat demand on other channels.

How to Calculate

Total wait time before answer / Number of answered calls

In TicketBoard

TicketBoard helps you track average speed of answer and related metrics from your Zendesk data. Connect your account for instant visibility.

Related Metrics

Call Abandon Rate Queue Wait Time First Response Time Agent Wait Time
← Back to Glossary

Track Average Speed of Answer with TicketBoard

Connect your Zendesk account and get instant visibility into your support metrics.

Start for free