Hi All,

Does anyone know if there is a way to run a report that shows individual ASA? We want to see the ASA for each rep. Or is this an idea I should put in with Genesys?

I don't have a solution, merely some clarifying questions.

Is that really a rep-level metric?  I've never viewed that as anything that an individual agent has any effect on. I could be completely off-base, depending on your particular set up, but I know it wouldn't be something we would ever use or track. 

From the stand point of actually trying to get that data; are your people in multiple workgroups at once, or do they take only one type of call? 
Are they they all skilled identically? 
Are all incoming calls routed the same?
Would tracking the time an agent is on a code that is not Available or Approved work be another option?

Just some things to think about. 

Hi All,

Does anyone know if there is a way to run a report that shows individual ASA? We want to see the ASA for each rep. Or is this an idea I should put in with Genesys?

Hey Jason,

Thank you for the response. We have it set up to where it shows the ASA for the company, but we want to see how fast each rep is picking up. Ex., if the average for reps is 10 seconds to pick up a call, but one rep takes 40 seconds to pick up, we want to be able to see that data.

They do have all the same skills and routed the same calls. The available or approved work isn't the data points we can use to measure what we are looking for.

I don't have a solution, merely some clarifying questions.

Is that really a rep-level metric?  I've never viewed that as anything that an individual agent has any effect on. I could be completely off-base, depending on your particular set up, but I know it wouldn't be something we would ever use or track. 

From the stand point of actually trying to get that data; are your people in multiple workgroups at once, or do they take only one type of call? 
Are they they all skilled identically? 
Are all incoming calls routed the same?
Would tracking the time an agent is on a code that is not Available or Approved work be another option?

Just some things to think about. 

Hi All,

Does anyone know if there is a way to run a report that shows individual ASA? We want to see the ASA for each rep. Or is this an idea I should put in with Genesys?

Assuming your setup is manual answer, that is not auto answer. Then you can just look at the alert time for the agent divided by Alert - No Answer to get the average. Keep in mind though that the same call can alert to the same agent more than once.

This isn't exactly the same as ASA, which is a specific metric (answer time / count of answer), and certainly I wouldn't recommend measuring this against agent's either.

AHT is probably a better agent metric for you to be looking at to support the company ASA metric. High time in call and after call means it takes longer to answer the next call.

Hey Jason,

Thank you for the response. We have it set up to where it shows the ASA for the company, but we want to see how fast each rep is picking up. Ex., if the average for reps is 10 seconds to pick up a call, but one rep takes 40 seconds to pick up, we want to be able to see that data.

They do have all the same skills and routed the same calls. The available or approved work isn't the data points we can use to measure what we are looking for.

I don't have a solution, merely some clarifying questions.

Is that really a rep-level metric?  I've never viewed that as anything that an individual agent has any effect on. I could be completely off-base, depending on your particular set up, but I know it wouldn't be something we would ever use or track. 

From the stand point of actually trying to get that data; are your people in multiple workgroups at once, or do they take only one type of call? 
Are they they all skilled identically? 
Are all incoming calls routed the same?
Would tracking the time an agent is on a code that is not Available or Approved work be another option?

Just some things to think about. 

Hi All,

Does anyone know if there is a way to run a report that shows individual ASA? We want to see the ASA for each rep. Or is this an idea I should put in with Genesys?

We have it set up to where, when a call comes in, a rep has 30 seconds to pick up. If they do not pick up within those 30 seconds, it goes to another rep. It seems that there is no report to show how quickly the reps pick up within those 30 seconds right? We can see the no answer, but we want to see the stats of those who pick up the calls within that 30 second window.

Assuming your setup is manual answer, that is not auto answer. Then you can just look at the alert time for the agent divided by Alert - No Answer to get the average. Keep in mind though that the same call can alert to the same agent more than once.

This isn't exactly the same as ASA, which is a specific metric (answer time / count of answer), and certainly I wouldn't recommend measuring this against agent's either.

AHT is probably a better agent metric for you to be looking at to support the company ASA metric. High time in call and after call means it takes longer to answer the next call.

Hey Jason,

Thank you for the response. We have it set up to where it shows the ASA for the company, but we want to see how fast each rep is picking up. Ex., if the average for reps is 10 seconds to pick up a call, but one rep takes 40 seconds to pick up, we want to be able to see that data.

They do have all the same skills and routed the same calls. The available or approved work isn't the data points we can use to measure what we are looking for.

I don't have a solution, merely some clarifying questions.

Is that really a rep-level metric?  I've never viewed that as anything that an individual agent has any effect on. I could be completely off-base, depending on your particular set up, but I know it wouldn't be something we would ever use or track. 

From the stand point of actually trying to get that data; are your people in multiple workgroups at once, or do they take only one type of call? 
Are they they all skilled identically? 
Are all incoming calls routed the same?
Would tracking the time an agent is on a code that is not Available or Approved work be another option?

Just some things to think about. 

Hi All,

Does anyone know if there is a way to run a report that shows individual ASA? We want to see the ASA for each rep. Or is this an idea I should put in with Genesys?

We have it set up to where, when a call comes in, a rep has 30 seconds to pick up. If they do not pick up within those 30 seconds, it goes to another rep. It seems that there is no report to show how quickly the reps pick up within those 30 seconds right? We can see the no answer, but we want to see the stats of those who pick up the calls within that 30 second window.

Assuming your setup is manual answer, that is not auto answer. Then you can just look at the alert time for the agent divided by Alert - No Answer to get the average. Keep in mind though that the same call can alert to the same agent more than once.

This isn't exactly the same as ASA, which is a specific metric (answer time / count of answer), and certainly I wouldn't recommend measuring this against agent's either.

AHT is probably a better agent metric for you to be looking at to support the company ASA metric. High time in call and after call means it takes longer to answer the next call.

Hey Jason,

Thank you for the response. We have it set up to where it shows the ASA for the company, but we want to see how fast each rep is picking up. Ex., if the average for reps is 10 seconds to pick up a call, but one rep takes 40 seconds to pick up, we want to be able to see that data.

They do have all the same skills and routed the same calls. The available or approved work isn't the data points we can use to measure what we are looking for.

I don't have a solution, merely some clarifying questions.

Is that really a rep-level metric?  I've never viewed that as anything that an individual agent has any effect on. I could be completely off-base, depending on your particular set up, but I know it wouldn't be something we would ever use or track. 

From the stand point of actually trying to get that data; are your people in multiple workgroups at once, or do they take only one type of call? 
Are they they all skilled identically? 
Are all incoming calls routed the same?
Would tracking the time an agent is on a code that is not Available or Approved work be another option?

Just some things to think about. 

Hi All,

Does anyone know if there is a way to run a report that shows individual ASA? We want to see the ASA for each rep. Or is this an idea I should put in with Genesys?

Hi All,

Does anyone know if there is a way to run a report that shows individual ASA? We want to see the ASA for each rep. Or is this an idea I should put in with Genesys?