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TOP 20 Call Center Metrics Managers Can’t Ignore (FREE EBOOK)

CrazyCall

AUGUST 8, 2019

Average Waiting Time. Average handling time. Average handling time. Average handling time (AHT) is an average time an agent devotes to handling customers’ calls and resolving their issues. How to calculate average handle time?

Call Center 52
Call Center Metrics Abandon rate Management 52
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29 Experts Discuss Important Customer Service Metrics to Track

JivoChat

AUGUST 24, 2021

Average Handle Time (AHT). The average handle time (AHT) is a commonly used metric for call centers, which represents the average length of a phone call with a customer. For us, Average Handle Time (AHT) and Customer Satisfaction Score (CSS) are two important metrics we track.

Metrics 59
Metrics Customer Service Upselling Average Handle Time 59
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