What Is Average Waiting Time (AWT)?
In a contact center, average waiting time (AWT) refers to the average wait time. It is also known as the average speed of answer (ASA). This metric measures the average time it takes for an agent to answer customer calls that have been placed in a queue. The longer customers wait (longer AWT), the more likely call centers will experience high call abandonment rates.
What Average Waiting Time (AWT) Means
Call centers use AWT to determine:
How long customers are having to wait on hold
Agent performance
Staffing requirements
The need for automation to scale
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![The need for automation to scale](/sites/default/files/styles/responsive_max/public/2024-07/Response-Time-754x450.jpg.webp?itok=NhHFo6di)