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An admittedly-dated yet often-cited 2004 report from Cornell University also states the average handle time across industries as 6:10. Here's the AHT breakdown by industry, according to the report: Business & IT Services: 8.8 minutes. Large Businesses: 8.7 minutes. Subcontractors: 6.0 minutes.
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Average handle time includes the entire customer interaction โ starting from when the customer call begins to hold time and after-call work is completed, including total talk time, hold time, and any wrap-up time spent documenting the call after hanging up. AHT indicates the level of efficiency of agents in resolving customer needs.
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Average handle time measures the average duration of a customer service interaction. It's a metric call centers often use as a KPI. Traditionally, the standard AHT formula encompasses total talk time, total hold time, and number of calls handled. However, modern support organizations, like virtual call centers, may find this model outdated.
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Average handle time (AHT) is a metric that measures the average amount of time needed to resolve a support request. This includes time spent on hold, delays, or follow-up actions to fulfill the customer's needs. AHT is typically used in call centers to determine the average length of calls, but you can also use it to analyze chat and email queues.
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To calculate Average Handle Time, choose the length of time you want to measure and add up total talk time, total hold time, and total after-call work time for that period. Then, d ivide that sum by the total number of calls (or other customer conversations) that took place during the same time period to get your Average Handle Time.
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AHT for agent 1 = (200+20)/100 = 2 mins 20 secs. AHT for agent 2 = (170+50)/100 = 2 mins 20 secs. Here both agents have the same AHT, so they have performed equally from a cost perspective. But where they win out depends on which agent gave a better customer experience, which you can measure through customer surveys .
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Version 17.18..8 Server: AH-SSO-NODE1. Username. Password. Forgot Password? Advanced. Preparing for MDS with AHT and LTC Tools Recording Now Available. MDS documentation changes needed to help you prepare for October 1. This session will cover both changes in LTC and AHT. 1/10/2024. AHT 20.10 Interactive Release Review Recording Now Available!.