InMoment XI

OCTOBER 31, 2024

Average Handle Time (AHT) Average Handle Time (AHT) measures the average time taken by an agent to complete a single call. Leverage automated workflows for activities like updating records to save time that agents can utilize for other calls. Accessed 30/10/2024.

Call Center 195

Call Center Metrics Self Service Effort Score 195

InMoment XI

DECEMBER 13, 2024

For example, the Average Handle Time (AHT) metric indicates how long it takes to complete a single call. If your agents complete a call in record time but fail to satisfy the customer, it will hurt your business. These metrics include Average Handle Time (AHT), First Call Resolution (FCR), transfer rate, and wrap-up time.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

rethinkCX

JUNE 12, 2024

Here are some common call center KPIs that many organizations consider: Average Handling Time (AHT): This measures the average time it takes for a call center agent to handle a customer interaction from start to finish. Optimizing agent utilization helps ensure efficient resource allocation.

Call Center 52

Call Center Management Abandon Rate First Call Resolution 52

rethinkCX

JUNE 12, 2024

Here are some common call center KPIs that many organizations consider: Average Handling Time (AHT): This measures the average time it takes for a call center agent to handle a customer interaction from start to finish. Optimizing agent utilization helps ensure efficient resource allocation.

Call Center 52

Call Center Management Abandon Rate First Call Resolution 52