Webaverage handle time (AHT) The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it …
What Is AHT? (With Importance And Steps To Improve It)
WebThe average handle time (AHT) is made up of two components: actual conversation or talk time plus any after call wrap-up time associated with the call. The wrap up time can include almost anything – filling out a form, updating the customer database, etc. This handle time will likely vary by time of day as well as by day of week. WebSep 28, 2024 · To determine your AHT, divide the total by the number of calls you managed. Here is the formula: Average handle time = (Total talk time + Total hold time + After-call work time) / Total number of calls Here is what a sample calculation may look like: Average handling time = (8,000 minutes + 2,000 minutes + 2,000 minutes) / 1200 calls how fast does gravity travel
What Is Average Handle Time? 9 Ways You Can Optimize AHT
WebCalculating AHT is simple: AHT = (total call time + total hold time + follow-up time) / total number of calls. Here’s a quick example of calculating AHT: Let’s say you have 100 calls that take 600 minutes with a total hold time of 200 minutes and 300 minutes of follow-up work. (600 + 200 + 300) / 100 = 11. So, your AHT is 11 minutes. The Average Handling Time (AHT) Formula. The AHT formula for calculating AHT is as follows: Average Handling Time (AHT) = (Total Talk Time + Total Hold Time + Total Wrap Time) ÷ Number of Calls Handled. Wrap-up time may also be known as Wrap Time or After-Call Work time. See more Average Handling Time (AHT) is a key measure 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 … See more The AHT formula for calculating AHT is as follows: Average Handling Time (AHT) = (Total Talk Time + Total Hold Time + Total Wrap Time) ÷ Number of Calls Handled Wrap-up time may also be known as Wrap Time or After-Call … See more If your AHT is higher than it should be, there are a number of factors that could be to blame: 1. Slow computer systems (this is a common … See more Contact centres often misuse AHT by including the time that it takes advisors to do things – like toilet breaks, special projects and team meetings – in their calculations. However, AHT only takes into account the time from … See more WebApr 13, 2024 · Example: Total Talk Time (1700 minutes), plus Total Hold Time (500 minutes), plus Follow up Time (300 minutes), divided by the amount of calls (120). The resulting 20 minutes is the Average Handle Time.. This calculation is better suited for call centers, but similar formula can be used to calculate AHT when using other channels, like … how fast does groundwater flow