Average Handling Time (AHT)
Average Handling Time (AHT) is a metric used in call centers and other customer service environments to measure the average amount of time it takes for an agent to handle a customer interaction from start to finish. This includes the time spent on the call, as well as any additional time spent on post-call tasks, such as logging the call or entering information into a system. AHT is calculated by dividing the total amount of time spent on all interactions by the number of interactions handled. It is usually used to evaluate the efficiency and productivity of agents and identify areas where improvements can be made. A lower AHT generally indicates that agents are handling interactions more quickly and efficiently, which can lead to improved customer satisfaction and a higher call-handling capacity.
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