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AHT
Acronym: AHT
Definition: The total amount of work time related to calls, including average talk time (ATT) and average after call work time (ACW), divided by the number of calls handled.
Application: AHT is the total average amount of time a CSR spends talking and in post call work in relation to a call. Comprised of ATT and ACW.
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SEE ALSO - Topics Related to AHT:
Service level,
Quality monitoring scores,
Number of calls offered,
Forecasted calls/AHT vs. actual calls/AHT,
Cost per contact,
Metrics strategy and review,
Introduction to the Call Center Metrics School,
Blocking rate,
Customer satisfaction,
Occupancy,
Schedule adherence |
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