average speed of answer (ASA)

Average Speed of Answer (ASA) or Average Time to Answer(ATA) is a characteristic value for the response time behavior tocalls.

The ASA value is an average value that refers to a specific period of time - an hour or a day - and is derived from the response times of all calls. Mathematically, it is the sum of all response times divided by the number of calls. The ASA or ATA value is usually given in seconds.