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Predicting Contact Center Average Handle Time Part 2

Aug 23, 2018 7:00:00 AM

Last week Part 1 of the Predicting Contact Center Average Handle Time blog series discussed real-world examples and how to build a histogram to extract useful information for your contact center. In Part 2 we will dive into some of the more...

Predicting Contact Center Average Handle Time

Aug 15, 2018 7:00:00 AM

Average handle time, or AHT, is one of the most important contact center metrics. It characterizes the duration of call processing by agents and has a strong impact on the whole operation of the contact center. For instance, it directly...

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