When measuring ASA for your call center, do you include the amount of time a customer spends in your phone menu tree as part of ASA or is it measured purely by the amount time a customer is on hold after their last menu selection?

I've seen various definitions about ASA but none that address the phone menu tree factor.

I would say that it is prett standard to only include the time after last menu selection. (Although it is good practice to have paths through the menu that are 'user-friendly').

Zoe

Charles.

Just as an addition it's worth keeping an eye on
the ABA and ANS rates from first answer.

That way you can see if you're losing part of your delivered
calls within the IVR at any point.

This can be well worth doing whenever you change a first message
at any point.

HTH

DaveA

Thank you for your input!

Charles