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.

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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 first published in March 2008

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