How to Incorporate Average Speed of Answer (ASA) in Performance Analytics

[AMIRULHAKIM]

Hi everyone,

I am currently working on creating a KPI dashboard for Management team, and one of the critical metrics we need to track is the Average Speed of Answer (ASA) for our analysts. The goal is to monitor the ASA per month, with the unit in minutes (target is less than 1 minute).

I would like to know if it’s possible to incorporate ASA into Performance Analytics in ServiceNow and what the best practices are for setting up the indicator or formula indicator for this purpose. Specifically, I am looking for guidance on:

1. Indicator Source: What would be the appropriate table (awa_work_item) and conditions to use for the indicator source?
2. Formula Indicator: If a formula indicator is necessary, what formula should be used to accurately calculate the ASA in minutes? Here’s an example formula I am considering:

var Items = [[Number of Accepted Interaction]];
if (Items > 0) {
   [[Sum of Accepted Interaction Time]] / Items / 60000;
} else {
   0;
}

[Mark Manders]

What is your definition of 'answer'? Depending on that, you could consider just using metrics.

[AMIRULHAKIM]

By ‘answer’, I mean the moment when an analyst picks up a call or responds to a chat message. Specifically, it refers to the time elapsed from when the interaction (call/chat) is initiated by the customer until it is picked up or responded to by the analyst.