Add "Average Speed to Answer" (ASA) Metric to Business Analytics Pro Company Numbers
- Business Need & Problem StatementThe customer utilizes Business Analytics Pro to manage performance and track service metrics across various business units. They require the ability to measure Average Speed to Answer (ASA) sliced directly by individual Company Phone Numbers.Currently, when marketing campaigns, regional lines, or specific line-of-business DIDs point to shared response targets, stakeholders cannot evaluate wait times or answering performance based on the specific entry phone number the customer dialed.2. Product GapIn Business Analytics Pro > Performance Reports > Company Numbers, users have access to metrics such as Inbound Calls, Missed Calls, Avg Ring Time, and Handle Time, but Average Speed to Answer (ASA) is not available as a selectable KPI.ASA is currently restricted to endpoint-level objects (Queues and Users). When multiple company phone numbers route into a shared Queue or User group, Business Analytics Pro cannot isolate ASA by the inbound DID. 3. Proposed Feature DescriptionInclude ASA in Company Numbers View: Expand the KPI library within Business Analytics Pro > Performance Reports > Company Numbers to include Average Speed to Answer (ASA).Calculation Logic: Measure elapsed time from when an inbound call reaches the RingCentral platform via that specific phone number until a live agent or user answers (including queue wait times and auto-receptionist navigation).Dashboard & Export Support: Allow the new Company Number ASA metric to be added to custom Business Analytics Pro drag-and-drop dashboards, scheduled reports, and BI API streams.4. Business Value & Operational ImpactEnhanced SLA Tracking: Enables enterprise customers to accurately evaluate campaign performance and regional service-level agreements (SLAs) without needing 1:1 call queue workarounds.Pro Feature Alignment: Elevates Business Analytics Pro by closing the reporting gap between high-level company phone numbers and queue-level analytics.
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