ciciliu | 2019-07-30 18:54:51 UTC | #1
Hi,
How does Purecloud define ASA? Is this when a conversation first enters a queue until someone first starts interaction? If so, what's the actual timestamp for queued? Is it the first time a conversation starts ACD interaction?
How does Purecloud calculate the ASA when a conversation is queued multiple times?
Thanks Cici Liu
tim.smith | 2019-07-30 18:54:39 UTC | #2
Per the Metric Definitions on the Resource Center:
The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Time to Answer / Number Answered
If you have further questions about the PureCloud base product, please post them on the PureCloud Community Forum. This forum is specific to the public API and customizations.
ciciliu | 2019-07-30 19:38:43 UTC | #3
"waits in queue" -- can you please specify exactly how Purecloud defines this? Is it ACD start?
Which timestamps exactly mark the start and end of this wait?
system | 2019-08-30 19:38:03 UTC | #4
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
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