Average Handling Time (AHT)

Average handle time (AHT) is a call center metric for the average duration of one transaction. It is commonly used as a key performance indicator (KPI) for call centers. AHT is typically measured from the customer’s initiation of the call including any hold time, talk time, and related tasks that follow the transaction. AHT is also a prime factor when deciding call center staffing levels.

 

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