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.