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forecasted asa-average speed of answer

Posted on 2006-07-08
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Last Modified: 2013-11-24
hi,

how can we compute for forecasted asa?

the data i have are:

Total Calls:236
Average handling Tme:38 sec
Required Agent: 5
Scheduled Agent: 4
Calls Per Agent: 47
Forecasted ASA: ?



thanks.
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Question by:RyanBank
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patrickab earned 2000 total points
ID: 17064155
RyanBank,

I am faced with two challenges on your question:

1. It looks like an academic question (homework-like). If it is just that, then we are only allowed to give you pointers as to where you might look to help find the solution. We are certainly forbidden by EE's rules to help you solve the problem if it is homework. So we need reassurances from you regarding nature of the question.

2. And equally important is the fact the despite a Google search it is not obvious just what Forecasted ASA is. Perhaps you can point us in the right direction yourself - a link maybe to a relevant site?

Patrick
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Author Comment

by:RyanBank
ID: 17064179
patrickab,

No, it's not home work. There are experts here I belive has tackled the subject.
I'll repost and hope other experts will join, thank for you time.

the traditional formula for ASA, The total time in Queue / Total calls


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LVL 45

Expert Comment

by:patrickab
ID: 17065764
RyanBank,

As I have not helped you at all, I suggest you ask a free question, requesting a refund at the following link:

http://www.experts-exchange.com/Community_Support/

Quote the URL for your question. In this instance it is:

http://www.experts-exchange.com/Applications/CRM/Q_21912338.html#17064179

Patrick
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