ASA & SLA Metrics in Call Analytics

Two new metrics have been added to the Call Analytics Incoming Calls section to give you better visibility into how quickly your team is responding to inbound calls.

Average Speed of Answer (ASA) shows the average time taken to answer inbound calls from the moment they start ringing. This helps you understand how quickly your agents are picking up calls and identify if customers are waiting too long before being answered. 
SLA Rate shows the percentage of inbound calls that were answered within your defined SLA time. For example, if your SLA target is to answer calls within 10 seconds, the SLA Rate tells you what percentage of your calls met that target. You can configure your SLA time from Global Settings under Call & SMS Settings