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-   -   ASA(Average Speed of Answer Value) is incorrect on Realtime Data (http://support.avaya.com/forums/showthread.php?t=12074)

sharm112 10-13-2016 05:21 AM

ASA(Average Speed of Answer Value) is incorrect on Realtime Data
 
Hello all,

I wanted to check if below is possible in IPOCC

Currently ASA is calculated based on Time taken by Caller in IVR + Announcement Time +Wait time in Queue.

Is there a way to not show the Time taken by Caller in IVR + Announcement in IPOCC real time data.

I have already done the below steps :

---Created a parent Topic which has IVR and Played the announcement message before call gets routed to Second Topic. ASA on second topic still ads up all the time

-- Changed IVR properties to be a welcome and also changed announcement script to be welcome.


Callflow : Caller Calls Topic 1 -goes to IVR Script - Chooses option-Plays a Pre-announcement - Transfers the call to Topic 2..


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