Where to find the average handle time report and what it covers.
The average handle time for each agent is computed by dividing total time spent on calls by the number of calls in a defined period. It accounts for:
- total conversation time
- holding time
- time agents are conferring with the customer
- post call time
- total calls handled
To find the report, go to the ‘Evaluations’ page and navigate to the mid-top right. You will see the download icon for ‘Report’.
Click on it to be redirected to the compilation of AHT report, either by individuals or as a sub-unit.