Call metrics (ACD, AWT, ASR)
Call metrics are measurements of how a phone line or team performs. Three common ones are average call duration (ACD), average wait time (AWT) and answer-seizure ratio (ASR), the share of calls that were answered.
The main metrics
| Metric | What it measures | What it tells you |
|---|---|---|
| ACD — average call duration | The average length of answered calls | Long calls can mean complex issues or a need for better answers; very short calls can mean callers were sent to the wrong place |
| AWT — average wait time | How long callers wait before someone answers | Rising wait times show when a team needs more people available |
| ASR — answer-seizure ratio | The percentage of calls that were answered | A falling ASR means more missed calls |
Look at these metrics by hour and by day. Averages over a whole month hide the busy periods when most calls are lost.
Call metrics in phone.systems™
phone.systems™ shows ACD, AWT and ASR, together with answered, lost and resolved calls, in Call Statistics for the whole account and User Statistics per user. Results can be grouped by hour, day, week or month. Call history records the wait and talk time of every call and can be exported to CSV. See call analytics.