Uniphore Glossary of Terms
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Average Handle Time (AHT)
An agent’s Average Handling Time (AHT) is the average amount of time it takes for a call to be completed. AHT consists of the duration of the call, from the moment an agent picks up the call to the final tone. This time is spent discovering what customers need – listening to their complaints, information or stories to provide a diagnosis – and resolving or answering their query. Transfers, hold time and conversations are just a few of the elements included in AHT.
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