Average Handle Time Download Wait Times 
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. Average Speed of Answer (ASA) This metric measures the time it takes for an agent to answer an incoming call. Lower AHT reflects efficient service.
Kayako
JANUARY 19, 2017
The first step was diving deep into our metrics and understanding ways we could reduce our average handle time for chats. Stage 1: Identify reasons for high average handle time. We downloaded three months (or one-quarter’s) worth of data from Kayako and created a live chat metrics worksheet.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Comm100
SEPTEMBER 28, 2022
Number of chats Agent utilization rate Average wait time Average chat time First contact resolution Invitation acceptance rate Sales conversion rates Visitor logs and wrap-up notes Customer satisfaction scores. A high number of missed chats may also indicate that agents are spending too much time on each chat.
Comm100
MAY 28, 2020
If it’s high, you may need to add staff during peak busy times. Alternatively, you may need to check average handle time as it could indicate that your agents are spending too much time on each chat. It can be measured as follows: Amount of live chats per month x Average Handle Time.
Kayako
MARCH 3, 2016
You can also download our free cheat sheet with details of how to calculate each of these metrics. Download the free Ultimate Guide to Customer Service Metrics Cheat Sheet for how to measure customer support productivity metrics. In this section: Average reply time. Average first reply time. Call wait time.
Uniphore
NOVEMBER 16, 2021
The time spent in after-call work (ACW) — including categorizing and summarizing the call, updating systems, and taking follow-up actions — impacts average handle time, call waiting times, customer satisfaction, costs, agent productivity, and agent satisfaction.
Kayako
AUGUST 18, 2015
Calculate non-ticket time. If you simply take a 40 hour work week and divide it by AHT ( average handle time ) you’ll be underestimating the resource time you need to get through tickets. This leads to higher wait times for customers, and longer work days for agents. Average Handle Time.
Expert insights. Personalized for you.
195 
Let's personalize your content