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Analys

Average speed of answerASA

Average speed of answer (ASA) is the mean time a caller spends in queue before reaching an agent, usually measured across all answered calls in an interval.

ASA is an average, so it conceals the shape of the wait. A queue where most callers are answered instantly and a handful wait four minutes can report the same ASA as one where everybody waits forty seconds. Service level captures that distribution; ASA does not.

ASA rises sharply as staffing approaches offered load. The relationship is non-linear — removing one agent from a tightly staffed queue can multiply the wait rather than nudge it — which is why intuition consistently under-staffs busy intervals.

Whether abandoned calls are included changes the number materially. Excluding them flatters ASA, because the callers who waited longest are precisely the ones who hung up.

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Erlang C staffing calculator

Relaterade termer

Service levelThe share of calls answered within a target time — commonly 80% within 20 seconds. A convention rather than a standard, despite how often it is quoted as one.Abandon rateThe share of callers who hang up before reaching an agent. The clearest signal that a queue is under-staffed relative to demand.Erlang CThe queuing formula that turns call volume and handle time into the number of agents a service-level target needs. The standard basis for contact-centre staffing.Average handle timeThe average time an agent spends on a contact end to end — talk time plus hold time plus after-call work. The core input to every staffing calculation.

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