What is Average speed of answer?

How long callers wait before being answered.

ASA is the mean wait before a call is picked up. Averages hide the tail, so it is normally read alongside a percentile — the callers who wait longest are the ones who abandon and complain.

This is an industry glossary. A term defined here is not a statement that Drop AI provides it — see the pricing page for what is included.

Abandonment rate

Share of callers who hang up before being answered.

Queue

Callers waiting for the next available person.

Service level

Share of calls answered within a target time.

Metrics

More in this category

Word error rate Containment rate Deflection First call resolution Repeat call rate Abandonment rate Service level Average handle time CSAT NPS Call volume Uptime

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