Operational Indicators – Average Handle Time (AHT)
Taylor Reach Group
MARCH 20, 2018
Have you ever wondered what is behind any of the Contact Center operational indicators? AHT is defined as the total amount of time (on average) that an agent spends on a contact. In a Contact Center environment (voice, chat), AHT includes talk time, hold time and after call work time (ACW). Bottom Line.
Let's personalize your content