Glossary of Terms

Average Handle Time (AHT)

Definition of
Average Handle Time (AHT)

It measures average inbound call handle seconds including talk, hold, and wrap time. Talk time is defined as the duration an actual agent spoke with the customer. Hold time is the total time an agent placed the customer on hold while on the call. After Call work, also known as Wrap is the amount of time an agent spends completing documentation and getting ready to take a new call.

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