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average handle time
definition -
Average handle time (AHT) is a call center metric for the average duration of one transaction, typically measured from the customer's initiation of the call and including any hold time, talk time and related tasks that follow the transaction. AHT is a prime factor when deciding call center staffing levels.
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Getting started with average handle time |
| To explore how the average handle time is used in the enterprise, here is an additional resource: | Whether you're a new agent trying to measure metrics performance or a seasoned manager who's been tracking metrics for years, SearchCRM Metric School will give you tips for designing a metrics strategy that works. |
last updated06 Jul 2006
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