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Advanced Vector Routing
6-10 Issue 4 September 1995
Rolling Average Speed of Answer
(ASA)
Rolling ASA Routing allows you to make routing decisions based on the current
average time that it takes for a call to be answered in a split or VDN. In this way,
a vector can route a call to the VDN or split where it is likely to be answered most
quickly.
The Average Speed of Answer used for vector routing is called “rolling” ASA to
differentiate it from the “interval” ASA that is recorded in BCMS and CMS reports.
Rolling ASA is a running calculation that does not take into account the 15-
minute, half-hour, or hour BCMS/CMS reporting intervals. It does not reflect
interval boundaries. On the other hand, the “interval” ASA used for BCMS/CMS
reporting is calculated on reporting interval boundaries and clears to zero at the
start of each reporting interval.
The Rolling Average Speed of Answer for a split or VDN is calculated based on
the speed of answer for all calls recorded since system start-up. When rolling
ASA is calculated, each call is given a weighted value that is greater than the call
that preceded it. In this way the most recent calls contribute the most to the
average. Approximately 95% of the value of rolling ASA is obtained from the last
ten calls.
The rolling ASA for a split or VDN is recalculated every time a call is answered so
that it always reflects the most recently available data. Calls that are not
answered, for example calls that receive a forced busy, are not considered for
the rolling ASA calculation.
The rolling ASA is calculated for an entire split or VDN. The calculation does not
consider the priority levels of answered calls.
The following sections explain what is included in the rolling ASA calculation for a
split or VDN.
Rolling ASA Split Calculation
The rolling ASA for a split is the average time it takes for a call to be answered
from the time the call attempts termination to the split until it is answered in that
split. Rolling ASA includes the time the call is waiting in queue and the time it is
ringing at a voice terminal.
If the call is answered in another split or the call is abandoned by the caller
before it is answered, rolling ASA is not recorded for the call. If a call flows into a
split from another split, the time queued and ring time for the previous split are
not included. If a call is queued in multiple splits, only the rolling ASA for the split
in which the call is answered is impacted.