Which of the following metrics represents the average amount of time an interaction waits in queue before an agent answers it?
Which of the following metrics represents the average amount of time an interaction waits in queue before an agent answers it?
The metric that represents the average amount of time an interaction waits in queue before an agent answers it is Average Speed of Answer. This metric specifically measures the waiting time from the moment a call enters the queue until it is answered by an agent.
yes. ASA in the reports.