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Average Speed of Answer (ASA) is captured in any Attribute to use it in IVR?

  • 1.  Average Speed of Answer (ASA) is captured in any Attribute to use it in IVR?

    Posted 02-24-2021 15:37
    Hello,
    We want to Implement Callback functionality but we need to offer this only when ASA is impacting.
    does anyone know if there is any system parameter/ Queue Parameter which gives ASA details of queue?
    Was thinking to Compare ASA with this Standard set time in IVR , if this Exceed call will go to the Queue where callback is offered.

    Business doesnt want to offer callback at calllevel based on predetermined number of seconds as call may be waiting in the queue for  some seconds but not necessary affecting ASA.

    I am Trying to find ASA for either system defined interval or any way that could be calculated based on custom interval.

    Any Help will be Appreciated!
    #AskMeAnything(AMA)
    #Reporting/Analytics
    #Unsure/Other
    #PureConnectQAEpisode

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    Anagha Chandere
    Southwest Business Corp.
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