AHT - Average Handle Time
AHT is the standard metric used by call centers to measure the performance of their agents. AHT is comprised of several indicators:
- Talk time is the duration of actual talk between a caller and an agent.
- Hold time is the time the callers spend on hold.
- Conference time is the duration of a conference call.
- Wrap time is the time after the call.
- Total call time is the general amount of time spent on processing calls.
- An average call time is the average duration of a call.
The indicators may vary depending on the requests and functionality of a particular call center. The Dialics call tracking software indicates the duration of a call from the moment a caller dials a number and to the moment one of the parties hangs up. Besides, total and average call time are also specified in the analytics.
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