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Five key KPIs help optimize efficiency: AverageHandleTime (AHT) , Service Level , Abandonment Rate , Occupancy Rate , and Average Speed of Answer (ASA). Optimize AverageHandleTime (AHT) AHT measures the averagetime spent on a customer interaction, including talk time, hold time, and after-call work.
Operational Indicators - AverageHandleTime (AHT). Calculating ScheduleAdherence in the Contact Center . Operational Indicators - AverageHandleTime (AHT). In this article, we tackle one of the most important indicators; AverageHandleTime (AHT). Continue reading here.
Average speed of Answer is a call center KPI which indicates the average amount of time a caller must wait to reach an agent after they’ve entered a queue. This does not include time spent navigating an IVR system. AverageHandlingTime (AHT). Scheduleadherence.
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