Average handle time should not be monitored at which level?

Test yourself on average handle time in this question from the Call Center Metrics School quiz.

a) At the individual call center agent or customer service representative level.
b) At the call center level.
c) At an enterprise level.
d) Based on the experience level of agents.

* Read the answer and more about average handle time
* Return to the Call Center Metrics School

This was last published in March 2008

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