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Average Handle Time
- Thread starter charlise
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Speaking of AHT, We are in a process of reviewing what should constitute Average Handle Time. Has anyone had discussion on what it should be? Currently, according to the canned reports from Symposum, they add "Talk Time" to "Wrap up time" divided by "Calls Answered". But someone had suggested what about "Hold Time", "Walk away time"? Can anyone give me some ideas on this? Thank you kindly.
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