Changes to Average Speed to Answer & Service Level

Average Speed to Answer (ASA) measures the time that it takes for a caller to be connected with an Agent from the moment that caller is placed in a queue. Service Level is the percentage of calls answered during open hours within the set time threshold.

Previously, we did not include callback calls in these metrics. Both the Average Speed to Answer and the Service Level metrics now include callback calls.

Keep in mind that this change only affects Dialpad users who use the In-Queue Callback feature for their Contact Centers.

Average Speed to Answer (ASA)

What’s different for Average Speed to Answer (ASA) with this change?

One single callback interaction creates at least two call logs — first the inbound call where the call is requested, and second the outbound call that is made to ‘callback’ the caller. We now include all time the caller spends in the queue for both of these calls and all the time they spend waiting for a callback.

Calculations for Average Speed to Answer (ASA) & Speed to Answer

For inbound calls that either connected or had a callback connected, we’ll use these calculations:

• Average Speed to Answer = (date_connected or date_callback_connected) - (earliest of date_queued or date_first_rang) / number of calls
• Speed to Answer = (date_connected or date_callback_connected) - (earliest of date_queued or date_first_rang)
  • This is called time_to_answer in exports.

Service level

For inbound calls received during open hours that have a connected or callback connected value, we’ll use this calculation:

• Service Level = (date_connected or date_callback_connected) - (earliest of date_queued or date_first_range) ≤ Service Level threshold

Missed calls

Missed calls that result in a callback request and eventually get connected do not count toward missed calls.

Open inbound calls

Any inbound calls received during open hours that are connected or had a callback connected.

Where to find these metrics

Contact Center Service Alert

The Contact Center’s Service Alert will take into account callbacks that are connected if they exceed the Service Level threshold. If the callback does not connect or is canceled, it should not be taken into account.

Analytics Dashboard

Queue tab

• Chart
• Summary field below chart

Service Level tab

• Chart
• Summary field below chart

Heatmaps tab

• ‘Wait Time’ is now ‘Answer Time’ 
• ‘Average Wait Time’ is now ‘Average Speed to Answer’
• Main difference is that now time in greetings and menus are not included; to reiterate, the calculation is (date_connected or date_callback_connected) - (earliest of date_queued or date_first_rang) / number of calls

Contact Center Dashboard

• ‘Speed to Answer’ tile: Only numbers on the bottom; the large number is active longest queue time

Wallboard

• ‘Average Speed to Answer (ASA)’ column should reflect connected callbacks in Average Speed to Answer
• ‘Service Level’ column should reflect connected callbacks

Exports

• Group Statistics (asa, service_level columns — Office only)
• Daily Statistics (asa, open_inbound, service_level columns — Contact Center only)
• open_inbound_calls reflect all calls received in open hours + callbacks that were completed
• Call Logs (time_to_answer column for Contact Centers only)