Individual ASA Report- Elara Service Desk team

2 votes

As of today we are able to generate the Group ASA but we are looking for generating individual ASA Report on a daily basis

Not planned ECS Suggested by: Diwakar Suganandan (29 Mar, '23) • Upvoted: 25 Jul, '23 • Comments: 3

Comments: 3

03 Apr, '23
Doug Hutchinson Admin
Hi Diwakar,

Thank you for your suggestion. To clarify the request, are you asking for the time that the call rang on the agent's phone before it was answered (aka. ring time)? ASA is a KPI associated with a queue/BP rather than an individual agent and is one indicator of the contact center's level of staffing in relation to its call volume. Agents have very little control over this KPI other than adhering to their schedule as closely as possible. The agent is in control of the amount of time a call rings to them before they answer it.
21 Aug, '23
Doug Hutchinson Admin
Diwakar,

As I stated above, ASA is a queue statistic...not an agent statistic. The definition of ASA is:

Average Speed of Answer - For answered interactions, the average amount of time the interaction waited before an agent answered that includes queue time and ring time.

Agents have very little control over how long a call waits in queue other than adhering to their schedule as closely as possible. The agent is in control of the amount of time a call rings to them before they answer it.

Is ring time on a per agent basis what you are looking for? If so, you can look at report 2.04 for the Average Offer Time which is the same as ring time.

Let me know if you would like to discuss this further and we can talk. But, this is not a valid statistic for ECS to provide.
22 Aug, '23
Doug Hutchinson Admin
Hi Diwakar,

Please let me know what times you have available to discuss your feature request. I think this will help more than working through the Feature Board.

The answers I want to discuss are these:
• Average Speed of Answer (ASA) is the average amount of time an interaction waits before it is answered by an agent. It includes the amount of time the interaction waited in the queue as well as the amount of time it rang to an agent before the agent answered it. This statistic is only valid for reporting on a queue/business process level.
• Average Offer Time (AOT) is the average amount of time the interaction rang before the agent answered it. This statistic is valid for reporting at an agent level.

An agent cannot control ASA…they can control AOT.