Source note · Contact center KPI definitions and calculation
Genesys Cloud ASA is the average time an interaction waits in queue before an agent answers (tAnswered sum / answered count), and excludes interactions no agent answered.
Checked 2026-09-24
This metric does not include interactions that agents do not answer.
- Vendor
- Genesys
- Product
- Genesys Cloud
- Subsystem
- analytics conversation metrics
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-24
- Checked
- 2026-09-24
Sources
- Metric definitions — Genesys · tier 2 current vendor documentation · Conversation metrics > tAnswered / ASA
Cite this note
APA
WarmTransfer. (2026, September 24). Contact center KPI definitions and calculation: source note contact-center-kpis-genesys-asa-formula. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-kpis-genesys-asa-formula
BibTeX
@misc{warmtransfer-claim-contact-center-kpis-genesys-asa-formula,
title = {Contact center KPI definitions and calculation: source note contact-center-kpis-genesys-asa-formula},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-kpis-genesys-asa-formula},
note = {Source note contact-center-kpis-genesys-asa-formula, checked 2026-09-24}
}