Average Hold Time, or AHT, refers to the average length of time between the moment a caller finishes dialing and the moment the call is answered or terminated. The formula for measuring AHT is the total call time divided by the amount of calls. To achieve a realistic AHT figure, the ITU recommendation is that the AHT calculation be based on trace samples ranging from 15 to 60 minutes.- Webopedia
watching agents while on call...
1 comment:
AHT was my #1 enemy when I was still in the BPO industry. hehe
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