Home > Ask the CRM Experts > Call center software and metrics Questions & Answers > Measuring chat session average handle time (AHT)
Ask The CRM Expert: Questions & Answers
EMAIL THIS

Measuring chat session average handle time (AHT)

Lori Bocklund EXPERT RESPONSE FROM: Lori Bocklund

Pose a Question
Other CRM Categories
Meet all CRM Experts
Become an Expert for this site


CRM and call center FAQs
Digg This!    StumbleUpon Toolbar StumbleUpon    Bookmark with Delicious Del.icio.us    Add to Google


>
QUESTION POSED ON: 08 July 2008
Is it possible to measure average handle time (AHT) in online chat? Our call center agents currently work on a maximum of three chat sessions simultaneously and we'd like to measure the AHT of each of these sessions.

>
EXPERT RESPONSE
You can measure the average handle time (AHT) of a chat session, but how you get the information will depend on the system you are using. Systems that provide the data usually provide a time length of each transaction as well as an average time length that would be comparable to AHT. Not all systems provide this information easily and some may require some degree of report customization. Check with your vendor to determine what will be required to get this information from your system.


Digg This!    StumbleUpon Toolbar StumbleUpon    Bookmark with Delicious Del.icio.us    Add to Google


RELATED CONTENT
Call center software and metrics
Developing a call center metrics strategy to reward call center agent performance
Using call center quality metrics to measure email, chat and phone interactions
Can interactive voice response systems recognize abandoned calls?
Volume metrics vs. call center performance metrics
Measuring individual employee performance in the call center
Managing call routing technology in the call center
What's the best ratio of employees to supervisor in the call center?
What type of call queuing is right for our call center?
Call center forecasting: How can we predict call volume?
What factors impact call center average handle time?

Call center software
Effective eLearning training in the call center: Eight tips for success
Call center eLearning: Top 10 buzzwords
Voices of CRM: Esteban Kolsky on email customer service
Can interactive voice response systems recognize abandoned calls?
Speech self-service speaks the language of savings
Call center technologies: Top 10 buzzwords
Speech analytics technology quiz
Successful workforce management initiative depends on educating contact center agents
Web 2.0, multichannel tools found lacking in latest Gartner customer service rankings
Speech analytics software: Top 10 headlines
Call center software Research

Online customer service
How to improve customer service in a call center
Salesforce.com acquires InStranet, adds knowledge management to CRM suite
Voices of CRM: Esteban Kolsky on email customer service
Speech self-service speaks the language of savings
Tying trust to customer values with Don Peppers
Building customer trust online: Tips for success
Text analytics fueling Voice of the Customer programs
CRM in the contact center sees little progress
Web 2.0 firm buys CRM vendor Talisma
Web 2.0, multichannel tools found lacking in latest Gartner customer service rankings

RELATED GLOSSARY TERMS
Terms from Whatis.com − the technology online dictionary
abandoned call  (SearchCRM.com)
call center agent  (SearchCRM.com)
cross-media queuing  (SearchCRM.com)
Erlang B  (SearchCRM.com)
Erlang C  (SearchCRM.com)
inbound call  (SearchCRM.com)
off-peak  (SearchCRM.com)
outbound call  (SearchCRM.com)
screen pop  (WhatIs.com)
skill-based routing  (SearchCRM.com)

RELATED RESOURCES
2020software.com, trial software downloads for accounting software, ERP software, CRM software and business software systems
Search Bitpipe.com for the latest white papers and business webcasts
Whatis.com, the online computer dictionary



Search and Browse the Expert Answer Center
Search and browse more than 25,000 question and answer pairs from more than 250 TechTarget industry experts.
Browse our Expert Advice



Expert CRM Reviews
CRM Webcasts
Sales force CRM

Find the right CRM solution according to your unique needs.
About Us  |  Contact Us  |  For Advertisers  |  For Business Partners  |  Site Index  |  RSS
SEARCH 
TechTarget provides enterprise IT professionals with the information they need to perform their jobs - from developing strategy, to making cost-effective IT purchase decisions and managing their organizations' IT projects - with its network of technology-specific Web sites, events and magazines.

TechTarget Corporate Web Site  |  Media Kits  |  Reprints  |  Site Map




All Rights Reserved, Copyright 2000 - 2008, TechTarget | Read our Privacy Policy 		  TechTarget - The IT Media ROI Experts