---
title: "Average Speed of Answer"
slug: "reporting-average-speed-of-answer"
description: "Monitor the average time it takes for calls to be answered by agents assigned to the queue."
updated: 2025-07-31T10:25:13Z
published: 2025-07-31T10:25:13Z
canonical: "docs.voiso.com/reporting-average-speed-of-answer"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voiso.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Average Speed of Answer

**Who should read this article**: Administrators, Supervisors

Monitor the average time it takes for calls to be answered by agents assigned to each queue.

## Introduction

The **Average Speed of Answer** widget displays the average time it takes for agents to answer inbound calls after they enter a queue. This is a key performance indicator for evaluating queue efficiency and overall contact center accessibility.

The average is calculated from the moment the caller enters the Queue until the call is answered by an agent. Time spent in the IVR is not included in this calculation.

The widget presents a bar graph showing the average answer time for each selected queue over the past 15 minutes, in minutes and seconds. Each queue is represented by a distinct colored bar. Hover your pointer over a bar to view its precise average.

A threshold line, defined by the **Max wait time threshold** parameter, appears on the graph to help identify queues with longer-than-expected answer times.

![Reporting Real-time Dashboard Average Speed Of Answer Widget Bar Graph View ](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20Real-time%20Dashboard%20Average%20Speed%20Of%20Answer%20Widget%20Bar%20Graph%20View%20.png)

## Setup

### General tab

On the **Average Speed of Answer settings** panel, **General** tab, specify a name for the widget to make it easy to know what you are monitoring. Use the **Max wait time threshold** parameter, in minutes and seconds, to specify a threshold line on the graph or chart.

### Queues tab

On the **Average Speed of Answer settings** panel, **Queues** tab, select one or more queues to be displayed in the widget.

A technology that places inbound voice calls and omnichannel interactions into a virtual waiting line in which contacts waits to be connected with an agent. Queues direct calls to the best available agent to reduce waiting times. Interactions with different priorities can be assigned to different queues. Queues can play music and other messages to callers waiting to connect to agents. Voiso queues also offer contacts a callback option if the wait time on the queue is long.

Interactive Voice Response. A technology that enables telephone users to interact with a computer-operated telephone system through the use of voice and DTMF tones input with a keypad. IVRs are typically the system that greets callers at the beginning of an inbound voice interaction.