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UVA Help Desk Metrics

Phone: Average Speed-to-Answer

The average speed-to-answer (ASA) for interactions received by the automated call distribution system. The timing begins when the call is queued and ends when an agent answers the call.
Service Level
Less than 60 seconds; averaged monthly
Phone average speed-to-answer continues to exceed service levels.

graph showing the average time it takes for a Help Desk call to be 
                             answered by an agent

  Page Updated: Tuesday 2017-08-22 11:50:48 EDT