UK and IrelandAverage Handle Time (AHT)
Welcome to the Average Handle Time (AHT) subject, the available knowlege bank articles are displayed below.
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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
Call Forecasting - Key Enablers
What do you need to take into account when considering call forecasts? View
Call Recording
Customer contact recording is increasingly on the agenda for organisations' overall CRM (Customer Relationship Marketing/Management) strategy, … View
Handling Time
Handling Time is the total processing time to deal with a call and is the total of Talk time and Wrap time. … View
Hold Time - Agent
Hold time refers to the time an agent puts a customer on hold. This is done for a number of reasons; Seeking assistance Reviewing… View
Incoming Call Dimensions
Here are some of the key dimensions of an incoming call Call >> Network … View
Incoming Call Duration for ACD Group Report - Day Summary
ACD day summary report for call Duration. … View
Incoming Call Duration for ACD Group Report - Intra-day Time
Reports on incoming call duration View
Long Call
Long calls present problems around managing service level. There is no definition of a long call but lets say, 10+ minutes. The longer the call… View
Longest Delay
The longest delay is the call that has waited the longest in the queue whether answered or not in any time period. The longest delay should be … View
Not Ready Bucket
Whilst agents are in work it is good practice for them to be logged-into the telephone system, where the ACD can allocate a number of different wor… View
Occupancy, Agent-load & Work-load Calculation
Working example to see the interaction of these three key elements View
Ready & Not Ready Levels
'Ready' puts us in the right behavioural modes of work (being Available to take calls + Talking to callers) to improve efficiency and maxim… View