Analytics Average Handle Time Workload forecasts 
NobelBiz
DECEMBER 3, 2024
Accurate forecasting ensures these targets—such as answering 80% of calls within 30 seconds—are consistently met. Average Handle Time Average handle time (AHT) is a key metric measuring customer interaction duration. Examples include workforce management systems and predictive analytics platforms.
Playvox
JANUARY 11, 2024
Leveraging data for accurate forecasts is the foundation of call center workforce management, because it allows you to anticipate future call volumes. This helps with the second part of the equation, which is scheduling for the appropriate number of agents for the expected workload. Spreadsheets don’t function well as a reporting tool.
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