Genesys Cloud - Main

Now Generally Available: Average Speed of Answer (ASA) Metric in Agent Performance Views

We're excited to announce that the Average Speed of Answer (ASA) metric is now generally available in Genesys Cloud!

This enhancement empowers supervisors to better understand how long, on average, interactions are waiting in queue before being answered-providing key insight into staffing and queue performance conditions across channels.

What's new:

You can now add Average Speed of Answer (ASA) as a column in the following agent-level performance views:

• Agent Performance Summary
• Agent Performance Detail
• Queue Agent Detail
• Message Agent Performance Summary
• Message Agent Performance Detail
• Email Agent Performance Summary
• Email Agent Performance Detail

The ASA column is available for export in all the views listed above.

To find it: Look for "Average Speed of Answer" in the Performance subsection of the column picker (alphabetical order).

Important Note: ASA is not included by default in any view. It's optional and can be manually added as needed.

Rollout Timeline:

The ASA feature is rolling out globally, and will be available in all Genesys Cloud regions by end of day Wednesday, May 14.

Thank you!

#Metrics
#PerformanceViews

------------------------------
Greg Cole
Principal Product Manager, Genesys Cloud
Reporting and Analytics
------------------------------

Thanks Greg,

Interested to understand from the community the use case for ASA at the agent level. Since we already track AHT and Alerting what benefit do we get from tracking ASA at an agent level?

Is anyone else concerned management will just pass the blame of poor ASA metrics on to their agent's who have very little ability to impact ASA beyond AHT and Alerting, and the biggest impact coming from that management level, resource capacity, resourcing planning, leave, scheduling etc.

Now Generally Available: Average Speed of Answer (ASA) Metric in Agent Performance Views

We're excited to announce that the Average Speed of Answer (ASA) metric is now generally available in Genesys Cloud!

This enhancement empowers supervisors to better understand how long, on average, interactions are waiting in queue before being answered-providing key insight into staffing and queue performance conditions across channels.

What's new:

You can now add Average Speed of Answer (ASA) as a column in the following agent-level performance views:

• Agent Performance Summary
• Agent Performance Detail
• Queue Agent Detail
• Message Agent Performance Summary
• Message Agent Performance Detail
• Email Agent Performance Summary
• Email Agent Performance Detail

The ASA column is available for export in all the views listed above.

To find it: Look for "Average Speed of Answer" in the Performance subsection of the column picker (alphabetical order).

Important Note: ASA is not included by default in any view. It's optional and can be manually added as needed.

Rollout Timeline:

The ASA feature is rolling out globally, and will be available in all Genesys Cloud regions by end of day Wednesday, May 14.

Thank you!