Average Handle Time (AHT)

Welcome to the Average Handle Time (AHT) subject.

Average Handle Time (AHT) is in the Workforce Optimisation (WFO) category. - View all

Knowledge Bankview more…knowledge bank rss

After Call Work / Wrap - (ACW)

After call work, as its name suggests, takes place after the voice interaction with a caller and is the time spent processing any associated work f… View

Average Handle Time (AHT)

Average Handle Time is the average processing time to deal with a call and is the total of Average Talk time and Average Wrap time. Average Tal… View

Average Response Time (ART)

Average Response Time (ART) - also called Average Speed of Answer (ASA) or Average Delay (AD) - is one of the key metrics used in call centres.&nbs… View

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Productivity ACD Reporting Matrix

The document provides an overview of the key productivity measures View

Schedule Adherence ACD Reporting Measures

Provides an overview of the Key adherence measures to monitor View

Workforce Management to Workforce Productivity: Aspect Software

If your company wants to remain competitive, then your contact center has to go beyond cost savings and become a revenue contributor. The tradition… View

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Balanced Scorecard of KPIs & Objectives (All Levels)

Balanced Scorecard indicating performance targets for all levels of staff. Including Timeliness & Quality on one sheet for objectives … View

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