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  • 1.  Callbacks included in asa

    Posted 03-18-2021 12:06
    No replies, thread closed.
    The higher-ups are asking what information is combined to get the ASA.  Ultimately, I need to know if the speed to answer a callback is included in our overall ASA. If so, is there a setting that can be switched to include live calls only and not voicemails.
    #Reporting/Analytics

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    Nicole Waiksnoris
    PricewaterhouseCoopers LLP
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  • 2.  RE: Callbacks included in asa

    Posted 03-19-2021 12:14
    No replies, thread closed.
    I do know callbacks have their own SL and metric definitions say "Callbacks do not count as answered within service level, even if the callback was offered before the Service Level Target was reached"

    All ASA information says it is calculated as: Total Time to Answer / Number Answered, and it is broken down by media type.  So, if you show All, you would get that callback time as part of the overall ASA or you could filter on just callbacks or calls to get those individually. Really depends on the roll-up you are looking at.


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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 3.  RE: Callbacks included in asa

    Posted 03-22-2021 09:04
    No replies, thread closed.

    For the ASA, like Robert said, you are able to break out ASA separately for just Callbacks or just inbound "Voice" in the historical reporting.




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