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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

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

  Page Updated: Friday 2018-03-23 15:36:28 EDT