Average Speed of Answer. Why analyze ASA in text channels?
Posted: Sat Feb 22, 2025 4:09 am
Hello, friends!
Most likely, every manager wondered what indicators to rely on when measuring the efficiency of operators with text channels.
The article tells about key indicators that allow you to evaluate the level of service, as well as how LiveTex analytics allows you to calculate each parameter in a couple of clicks, what tools of the chat platform will help improve the indicators.
Three metrics for assessing india mobile phone numbers database the quality of operators' work in text channels
As a rule, not one parameter is used to monitor the work of operators, but several, in order to get a more complete picture. Therefore, let's consider several of the most popular indicators: ASA, AHT, SL and LCR.
Let's start with the simplest and most understandable - ASA or average speed of response of the operator to the first message.
Why analyze ASA? To understand to what extent the operators fulfill the KPI on the response time to the first request. Unlike voice channels, working with digital channels allows you to process several requests simultaneously, so the waiting time is lower.
This indicator also indirectly indicates customer satisfaction. The faster they receive a response to the message, the higher the level of service.
How to calculate ASA indicator using LiveTex analytics?
When calculating the ASA indicator, all dialogues in which the user waited for an operator's response are taken into account. In LiveTex, you can track the indicator for each channel and operat
Most likely, every manager wondered what indicators to rely on when measuring the efficiency of operators with text channels.
The article tells about key indicators that allow you to evaluate the level of service, as well as how LiveTex analytics allows you to calculate each parameter in a couple of clicks, what tools of the chat platform will help improve the indicators.
Three metrics for assessing india mobile phone numbers database the quality of operators' work in text channels
As a rule, not one parameter is used to monitor the work of operators, but several, in order to get a more complete picture. Therefore, let's consider several of the most popular indicators: ASA, AHT, SL and LCR.
Let's start with the simplest and most understandable - ASA or average speed of response of the operator to the first message.
Why analyze ASA? To understand to what extent the operators fulfill the KPI on the response time to the first request. Unlike voice channels, working with digital channels allows you to process several requests simultaneously, so the waiting time is lower.
This indicator also indirectly indicates customer satisfaction. The faster they receive a response to the message, the higher the level of service.
How to calculate ASA indicator using LiveTex analytics?
When calculating the ASA indicator, all dialogues in which the user waited for an operator's response are taken into account. In LiveTex, you can track the indicator for each channel and operat