Operational Indicators – Sevice Levels, ASA & Occupancy Rate
Taylor Reach Group
MARCH 19, 2018
In practice, even when reaching the target Service Level, it is possible for a number of calls to spend a significant (and unacceptable) amount of time in the queue without impacting the Service Level. Average Speed of Answer (ASA) is the average wait time (in the queue) for all the calls answered, in seconds. Occupancy Rate.
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