Article 10031: What is the Answer Service Factor (ASF)
| Products: | TASKE Contact version 8.5, Upgrade Release 2 |
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TASKE Reporter version 8.5 |
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| Applications: | ACD Monitor |
| Reports | |
| myTASKE Contact, Review area | |
| TASKE Reporter, Reports area | |
| Telephone systems: | All |
PrintSummary
The Answer Service Factor (ASF) is a calculation that shows the number of calls answered for a queue. The calculation is slightly different between TASKE real-time monitoring and reporting applications.
The calculation for the ASF in real-time monitoring applications is as follows:
| Answered Calls
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| All Calls Offered to the Queue |
The calculation for the ASF in reporting applications is as follows:
| Answered Calls
|
| All Calls Offered to the Queue - (short abandons + interflows) |
The difference in the calculations between the real-time and reporting applications is that the calculation for real-time applications includes short abandons and interflows and the calculation for the reporting applications does not.
Short abandons are calls that abandon within a defined threshold time. The default threshold for short abandons in TASKE reporting applications is 6 seconds. This value can be changed on the Generation tab of the Report Options page in TASKE Administrator. Interflows are calls that move to another answering point after reaching a defined threshold time without an answer from the queue. The time to interflow is defined in the telephone system programming.