Average Handling Time (AHT)
Average Handling Time (AHT) measures the average duration an agent spends on a customer interaction, including talk time, hold time, and after-call work.
It’s a key performance metric in contact centers that reflects both efficiency and service quality. Reducing AHT without compromising customer satisfaction helps optimize resource use and response speed. By analyzing AHT trends, businesses can identify training needs, streamline workflows, and enhance overall customer experience.
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