Definitions for "Average Speed of Answer"
Keywords:  ivr, queue, answered, wait, asa
Edit / ASA - Also called Average Seconds to Answer or Average Time to Answer (ATA). The average of the amount of time that has been taken to answer all calls in a given period (e.g. the last 15 minutes, today, this month). It is the total amount of time all calls waited to be answered divided by the total number of calls. It is often expressed in seconds.
This is the total queue time, divided by the number of calls handled. This includes both IVR-handled calls as well as calls handled by a live agent.
This is the average time a customer has to wait in the queue before their call is answered.