What is average handle time?

AHT measures the average length of customer service calls, including hold time and transfer time. It's a key performance indicator for call centers, providing insight into customer satisfaction, operational efficiency, and agent effectiveness. AHT can be calculated on an individual or team basis and is used to evaluate call center performance, compare channels, assess changes, and identify areas for improvement. Low AHT indicates efficient handling of customer queries, but it's essential to consider it in the context of other metrics to ensure a well-rounded view of customer engagement and potential issues within the call center.

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