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Monitoring Real-Time Performance A dashboard provides live data on aspects like call availability and agent efficiency. For example, if the dashboard indicates a spike in call volume with long wait times, managers can reallocate agents or hire additional staff to manage the load.
The following formula is used to get the AHT (Average Handle Time): the duration of the exchange itself (AHT), the duration of the caller’s wait (MEA), and the duration of the file’s post-call processing (ACW). ACDs are critical in contactcenters, as they assist in meeting the goals and objectives of your business.
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