Average speed of answer formula in Excel or Google Sheets
Put the inputs in column B from row 2, then paste the formulas below. They work the same in Excel and Google Sheets.
| Cell | What | Value or formula | Example |
|---|---|---|---|
| B2 | Total wait time of answered contacts (seconds) | 112000 | 112000 |
| B3 | Contacts answered | 3800 | 3800 |
| B5 | ASA (seconds) | =ROUND(B2/B3,1) | 29.5 |
| B6 | ASA (minutes) | =ROUND(B5/60,2) | 0.49 |
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Frequently asked questions
- How do you calculate average speed of answer?
- Add the queue time of every answered call or chat and divide by the number answered. 112,000 seconds over 3,800 contacts is an ASA of 29.5 seconds.
- What is a good ASA?
- Many voice teams target 20–30 seconds; chat teams under 60 seconds. The right target is the one where abandonment stays low for your customers.
- Why can ASA look good while customers wait long?
- ASA is an average and ignores abandoned contacts. A few very long waits hide behind many quick answers, so also track the longest wait and the abandonment rate.
About the author
Abdessamad Ghanem
Customer Experience & Customer Success Consultant · Founder of Clarivoxx
Abdessamad Ghanem works across Customer Support, Sales, Customer Success, Account Management and Partner Management. He writes Clarivoxx Insights for B2B SaaS professionals who own retention, adoption and customer outcomes.