2020年6月5日 · Average handle time, or AHT is the average time it takes to handle a call or transaction from start to finish – from call initiation, to hold time, to talk time, and all the way through to any related tasks an agent must perform post-phone call to resolve that call.

2023年9月21日 · Average handle time (AHT) is a metric used in contact centers to measure the average duration of a customer call interaction from the time a customer initiates a phone call to the time of final resolution — which may happen either during the call or later.

Average Handling Time (AHT) is a key calculation for any contact centre planning system, as it tells you how long a new item of work takes to be handled, and not just the talk time. In essence, it tells you how much time an advisor spends working on a task and when they are unable to deal with a new work item.

2024年3月25日 · Here's why Average Handle Time (AHT), a key metric in customer service, is important, the formula to calculate it, and tips to improve it.

2024年5月29日 · Average Handle Time (AHT) is a core call center KPI that measures the average time for an agent to handle a customer interaction from start to finish. AHT encompasses the entirety of an agent's interaction with a customer issue, including total talk time, hold time, and after-call work (ACW).

2024年12月19日 · Average Handle Time (AHT) is a foundational metric in contact center operations, offering a snapshot of how efficiently customer inquiries are handled. It represents the total time an agent spends managing a customer interaction, encompassing three …

2024年8月28日 · Find out what AHT means and how to improve your score. Key Takeaways: AHT is the average handling time — the typical amount of time a team or agent uses to handle an interaction. Use AHT as a metric to see how efficient your department is.

Average Handle Time or AHT is a metric used in contact centers to measure the average duration of one transaction. It usually starts from the customer beginning the interaction and covers hold time, talk time, and any other related tasks during the conversation.

In the customer service world, the term “average handle time” (AHT) is used to describe the average length of time an agent spends on each call or ticket they open. AHT is an important metric for call centres to track, as it can help them determine the average length of contact for a customer on a call.

2025年3月10日 · Average handle time (AHT) is a call and contact center metric measuring the average duration of a complete customer interaction–from the moment the customer reaches out to when both agent and customer agree the issue is resolved.