Rolling ASA VDN Calculation

Last Updated : Sep 08, 2012 |

The rolling ASA for a VDN is the average call answer time, as specified by the time interval that starts when call processing is initiated within the VDN until it is answered. The measured interval includes:

  • Time elapsed in vector processing, including time in announcements.

  • If the call is answered by an agent, time in queue and time ringing at the agent station.

Note:

If a call flows between VDNs, only the time elapsed in the answering VDN is used in the calculation.