Filter
Top Products
Rolling Average Speed of Answer (ASA)
Issue 4 September 1995
6-11
Rolling ASA VDN Calculation
The rolling ASA for a VDN is the average time it takes for a call to be answered
from the time it starts processing within the specified VDN until it is answered. It
includes any time spent in vector processing including time spent in
announcements administered as vector steps. If the call is answered by an
agent, it includes the time the call is waiting in queue and the time it is ringing at
the agent’s voice terminal.
The rolling ASA for a VDN only includes data from calls answered in that VDN. If
a call flows between VDNs, only the time spent within the answering VDN is used
in the calculation. For example, if a call is placed to VDN1 and after ten seconds
routes to VDN2 and is then answered in VDN2 after five seconds, the ASA for the
call is recorded in VDN2 as five seconds. Nothing is recorded for VDN1 since the
call was not answered there.
The VDN for a vector step can be specified in three ways: a VDN number, the
value “latest,” or the value “active.” The “latest” VDN is the VDN that is currently
processing the call. The value is not affected by VDN override. The “active” VDN
is the VDN of record. That is, it is the called VDN as modified by override rules.
For example, if a call routes from a VDN with override set to
yes
then the new
VDN is the active VDN. If a call routes from a VDN with override set to
no
then the
previous VDN is the active VDN.
Rolling ASA Considerations
Because of its greater accuracy and greater flexibility, EWT is recommended
over rolling ASA as a predictor of split/skill waiting time. However, rolling ASA is
provided for those who may have a special requirement or wish to use the more
traditional ASA measurement.
Normally rolling ASA conditionals should not be used to prevent calls queuing to
the main split/skill or being answered in the principal VDN. Rather, rolling ASA
should be used to see whether vector processing should attempt to queue the
call to additional splits/skills if the main split/skill does not currently meet the
targeted threshold. If no calls are being answered in the main split/skill or VDN,
the value of rolling ASA will not change. This could result in all future calls being
locked out of the main split/skill or VDN unless there are other call vectors in the
system directing calls to them.
If you wish to implement a call flow that decides whether or not to queue a call to
a main split/skill, use the EWT feature.
Example
The following example combines VDN and split ASA routing.