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Hey Bill,As we have emails coming in 24hrs I've found that the ASA varies wildly depending on how many come in overnight.
So I've begun measuring the ASA from 9:30am rather than our start of day (8:30) I take all the ASA intervals through the day and average them out. I've only begun this in the last few weeks - we've only had email queues for a few months, and our agents are in both phone and email queues, with emails at a low priority so the calls come thru first.
My results so far show that we're hitting around 60mins ASA so far using that measure. We also started staff on our email queues at 8am to kill off the overnight emails before our phone queues kick in. We're looking at using that as the metric to watch and report onNot sure if that helps, i'm interested to see how others respond!
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