What is average speed of answer (ASA)?

Average speed of answer (ASA) is a call center metric that measures the average time callers wait in a queue before their call is answered by an agent. It reflects how quickly a call center responds to incoming calls and is a key indicator of service responsiveness. Lower ASA generally indicates faster response times, which can improve customer satisfaction. ASA is commonly used alongside other metrics to evaluate queue performance and inform staffing and scheduling decisions.