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When building reports for your contact center, you may have questions about TASA, STIs, and TSF and how they work in reporting. This article explains what each term means and how to use them effectively in your reports and dashboards.
What do these terms mean?
| Term | Definition |
|---|---|
| TASA | Target Average Speed to Answer. Looks at how calls are exiting the queue (answered, abandoned, etc.) and whether that is happening within the configured Target Average Speed of Answer. TASA is configured per group in the Contact Center Director and defaults to 20 seconds. |
| STI | Service Time Interval. Identifies the pre-configured interval in which a call exited the queue. STIs are configured per group in Contact Center Director and default to 10-second intervals up to 50 seconds, with the 6th STI representing 50 seconds and above. For example, STI 1 = calls answered or abandoned within 0–10 seconds, STI 2 = 10–20 seconds, and so on. |
| TSF | Target Service Factor. The percentage of calls answered within TASA versus all calls answered plus calls abandoned after TASA. Formally: SUM(Calls answered within TASA) / (SUM(Calls Answered) + SUM(Calls abandoned after TASA)). Note: calls answered within TASA counts only calls answered in this group, while the total answered includes calls answered after TASA by any group. |
How can these fields be useful?
Since TASA and TSF look at group-level data, you can use these metrics to ensure customers aren't waiting in the queue too long. The default TASA is 20 seconds, but this can vary by group. You can adjust your TASA in Contact Center Director as shown:
You can also add the Target ASA and TSF of the Group fields to your report to see what percentage of calls are being handled within the Target ASA:
STIs let you see what happens within each time interval — a useful way to think about it is "of the calls that reached this STI, what happened to them?" A common approach is to use the STI dimension alongside Exit Reason and Call Type to see what kinds of calls are coming in and how they are exiting the queue in each interval:
For a full list of Brightmetrics fields and their definitions, visit our Data Definitions page.
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