So how do I find "other issues" that happened that day for the ASA to be that way? I mean what data can I pull to answer the question?

Question

So how do I find "other issues" that happened that day for the ASA to be that way? I mean what data can I pull to answer the question?

Anonymous 200

I need to see what caused the ASA to be similar on the days we had 83 hours off vs. the days we have 48 hours off

That is a huge difference of time-off, yet the ASA is very similar

We need to be able to explain what other issues happened that day for the ASA to be that way

ASA_10.07_txt.txt

6 answers

Your answer

Answer 1

Anonymous 200

@Hendrix-C Can you please take a look at this for me?

Answer 2

Anonymous 200

SLA_10.07.txt

Here are some more metrics for the 25th and 26th for us to look at and show in Excel

Answer 3

Hendrix-C 6,490 Microsoft External Staff Moderator

Hi @Anonymous,

Thank you for your posting your question in the Microsoft Q&A forum.

Based on the data that you shared, it seems the issue is that the number of calls and the number of hours off are two inversely proportional values. In two days that have the same as well as biggest value in ASA min (09-22 and 09-26), there's a big difference in the number of calls (nearly 200) which also caused a much higher value in hours off between these two dates.

In summary, ASA min and hours off are two proportional values (ASA min larger/smaller leads to hours off gets larger/smaller), number of calls and hours off are two inversely proportional values (more/less calls leads to smaller/larger hours off). Since the date 09-26 has biggest ASA min and smallest number of calls, it's understandable that the hours off value is largest.

For further assistance, please share me the formula that used to calculate the value of hours off so I can have a clear understanding and provide you a clear explanation.

I hope this information is helpful. If you have any questions, please feel free to reach out.

I'm looking forward to your reply.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Anonymous 200 Reputation points

2025-10-08T16:07:08.31+00:00

For the hours off I simply added the hours agents were off daily. No formula was used.
Anonymous 200 Reputation points

2025-10-08T16:07:54.1833333+00:00

Do we need to look at service level too?
Anonymous 200 Reputation points

2025-10-08T16:32:58.6633333+00:00

I did not use a formula for agent hours off. Do we need to look at SLA as well?
Hendrix-C 6,490 Reputation points Microsoft External Staff Moderator

2025-10-08T16:50:29.61+00:00

Hi @Anonymous,

With your new information that the hours off is the number of hours agents were off daily, I believe that the value of calls number has a biggest effect on hours off number. With more calls, agents must stay at work much longer, lead to less time off work.

About service level value, this is a performance-based metric used as an indicator for aspects such as quality, speed of a service/product being delivered to customers. From your data, it seems you use the value %response time in 20sec as a SLA metric. This value is not considered a factor that affect much to the number of hours off. The thing I can explain about the relevance in SLA and hours off based on the data in SLA of two dates is that with larger number of calls, workers are busier (less hours off) so the SLA level is lower since it's harder to handle compared to dates that have less calls.

I hope this information will help resolve your concern. If you have any questions, please don't hesitate to reach out again. I'm happy to help.

Answer 4

Anonymous 200

This is what I have but I can pull any metric if we want to give a better look -- can we go back to the question at hand so I can get a better understanding of how to show and explain this in Excel. Maybe I am not understanding what or how you are explaining. Can you "dumb it down" for me :) User's image

Anonymous 200 Reputation points

2025-10-08T17:03:03.23+00:00

This above image is for the 25th and 26th
Anonymous 200 Reputation points

2025-10-08T17:39:11.17+00:00

Does 49.58% on the 25th and 61.65% on the 26th mean that SLA is such where we instead of 80% of calls answered in 20 seconds that instead we have only 49.58% of calls answered within 20 seconds and 61.65% of calls answered within 20 seconds on the 26th? So SLA is below the 80/20 rule.
Hendrix-C 6,490 Reputation points Microsoft External Staff Moderator

2025-10-08T19:05:04.14+00:00
Hi @Anonymous,

From your information, the percentage of your SLA calculation is highly based on the number of contacts answered in 20 seconds or below divided by the number of contacts queued. As I said, service level is a performance-based indicator used to evaluate quality of a service. For example, you received 10 calls a day and you answered all of the calls quickly (under 10sec for example), so your SLA is 10 divided by 10 equal to 100% and you're an excellent agent. In case you just answered 8 over 10 calls quickly, your SLA is 8 divided by 10 equal to 80%. This SLA number is considered as good, not excellent.

There is a difference in SLA value on the 25th and 26th because there's a big gap between contacts queued. For easier understanding, if you received many more calls (950>811) but the contacts answered under 20sec is not many higher but even lower (465<493), that means the performance that day is not good as it's visualized through the SLA number (only 49.58%).

About your first question, I've misunderstood about your request since I replied about the reason why hours off values are different. ASA (Average speed of answer) is also a metric used for performance evaluation. You asked about the reason why the ASA is the same instead of the hours off is different, let me explain clearly for you:

For example, the requirement for my work daily is 10 documents for 8 working-hours and I finish each document in the same amount of time. One day, my workload reduces from 10 to 8 documents, and my work ability remains the same. That day I won't need 8 hours to finish my work so I will have more time off work. That's explain why there're same ASA but with less calls will lead to more hours off.

About the reason why ASA in these two dates is the same, from my knowledge, the formula for calculating ASA is ASA = Total wait time for all answered time/Total number of answer time. This value is difficult to explain why it's the same since there's many factors can make changes to this value. It can depend on the queued of calls, the number of calls that answered below 20secs (more below 20sec calls, lower the ASA value), etc. For example, you have two days have the same queued calls but if you have more calls answered over 60 seconds the ASA is larger and viceversa. So, it's normal if two days have the same ASA value. In general, ASA value is one of the indicators to evaluate whether you have a good performance that day. What important is that both days have the same high ASA time (I considered 1:47 mins is high) means that these two days have bad performance when providing services to customers and need have improvement. You will need to look into details information about these days like too many calls answered in 45-60 seconds which lead to higher ASA.

Hope this information will help clear your concern. Please feel free to reach out again if you need further assistance.
Anonymous 200 Reputation points

2025-10-08T19:19:26.5033333+00:00

The hours off are hours that are added up daily based upon how many agents called in sick or had PTO scheduled. Is this how you are understanding "hours off"?
Anonymous 200 Reputation points

2025-10-08T19:23:27.7833333+00:00

This is the data for your post: You will need to look into details information about these days like too many calls answered in 45-60 seconds which lead to higher ASA. Can you explain this to me and how I can use Excel to show the elements causing ASA to be high?
Hendrix-C 6,490 Reputation points Microsoft External Staff Moderator

2025-10-08T19:40:49.7366667+00:00

Hi @Anonymous,

It seems I misunderstood about the definition of hours off. I understood it as the total time workers get off from working site during the working hours. Since you defined that the hours off are hours that are added up daily based upon how many agents called in sick or had PTO scheduled, the value of hours off doesn't affect the performance indicators since it's a subjective factor.

About how to show elements causing ASA to be high, may I ask if there is any value about contacts answered in 20 seconds since there's only SLA percentage value without formula value.
Anonymous 200 Reputation points

2025-10-08T20:15:00.8333333+00:00

@Hendrix-C here are the two days that show the calls answered in 20 seconds. I think that is what you are asking for.
Hendrix-C 6,490 Reputation points Microsoft External Staff Moderator

2025-10-09T00:08:13.0933333+00:00

Hi @Anonymous,

From your request, to analyze and visualize which elements are causing ASA to be high, I suggest you should use Correlation bar chart. Here's the guideline:

1- Calculate the correlation with ASA

Since I don't know which factors are used in the formula calculating ASA in your original data, I will take calls answered in 20s, 45s, 60s and 90s as factors to demonstrate.
In a new column next to the data, you will use the =Correl() function to calculate the correlation between each factor and ASA. For example, for calls in 20s the formula is =CORREL(B2:B3,G2:G3) and repeat for each variable.

2- Create a bar chart
Select the correlation table then go to Insert > recommended chart > choose clustered column chart.

For positive correlation factors, the higher its value is, ASA increases more. For negative correlation factors, the higher its value is, ASA decreases more. With this you can determine that the variable with strongest positive correlation is highly the main contributor to high ASA.

Since there're only two data set, this chart is not trustworthy and for illustration purposes only.

I hope this information is helpful. If you have any questions, please feel free to reach out.

Answer 5

Good day @Anonymous,

Hope things are running smoothly on your end.

Following up on the support thread we've been working on. Did you have time checking the previous response? If you are still facing the same issue or need assistance with anything else, kindly respond to this email, and I will be happy to help.

We want to make sure everything is working as expected and that your experience remains uninterrupted.

Thank you for your patience and understanding throughout the troubleshooting process.

I look forward to hearing from you soon.

Share via

So how do I find "other issues" that happened that day for the ASA to be that way? I mean what data can I pull to answer the question?

6 answers

Your answer