This Shows How

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Inevitable part of the reality of customer support. These metrics can help you improve customer experience and focus on bottlenecks. But don't lose sight of the big picture. Focusing too much on response time can negatively affect the quality of responses. AHT (Average Handling Time) is measured when the contact is immediate, such as phone calls or chats, rather than emails. much time your agents spend on the conversation in general.


This also includes waiting time. Many customer support tools have built-in time tracking features to help you track AHT. How to calculate AHT? Average processing time is on phot editor e of the favorite metrics that everyone should consider. This will help you figure out how to improve all processes. It also has a strong impact on the customer experience. To maximize productivity and calculate AHT, total talk time, total wait time, and follow-up time must be summed.



Now divide that by the number of calls or conversations. The result is your average processing time. Advantages of low AHT Don't make decisions based on average processing time alone. Like any other indicator, you should look at it in conjunction with other indicators. Benefits of a low AHT score include happier customers and agents, improved communication and productivity, and reduced support costs.