Accountability Average Handle Time Knowledge Base Service level 
Taylor Reach Group
MARCH 20, 2018
In this article, we tackle one of the most important indicators; Average Handle Time (AHT). 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).
Call Design
JULY 6, 2021
Average delay refers to the average amount of time a customer spends waiting in the queue for an answer from an agent whereas grade of service is the defined as a percentage of contacts answered within x seconds. Average Handle Time (AHT).
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Callminer
NOVEMBER 25, 2019
Average Handle Time. Average handle time is the amount of time on average an agent takes to resolve an issue for a caller. Tweak your average handle time range for best results. Measure service level and response time for staffing insights.
Callminer
OCTOBER 11, 2018
From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. He is an expert on knowledge bases and is KCS certified.
Customer Service Life
FEBRUARY 28, 2023
In a traditional call center where agents primarily interact with customers over the phone, one might look at a metric like occupancy to understand the percentage of time agents are occupied versus idle. In this case, supporting metrics like average handle time and schedule adherence are managed to optimize the time spent with customers.
Eptica
OCTOBER 16, 2018
To read the three previous posts in the optimizing CX series on creating blended agents , improving the agent experience and reducing Average Handling Time while safeguarding quality, simply click on the links. However, knowledge never stands still and answers should be continually monitored and improved where needed.
Callminer
AUGUST 1, 2017
Average handling times (AHT) increase. Customer service diminishes. Proper training : Giving proper training to agents in the beginning is very important as they will learn how to resolve certain issues and have the proper knowledge of the campaign. This juggling act severely impacts lead quality and quantity.
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