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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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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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