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average handle time (AHT)

The average handle time (AHT) is a characteristic value for call agents in call centers

. The AHT time is the average amount of time that a call agent needs to talk to a prospect. The time span from which the call is initiated is used. Speech times, speech pauses, hold times and the working time for later notes are included. The Average Handling Time is used as a criterion for personnel selection.

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Englisch: average handle time - AHT
Updated at: 15.11.2017
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Translations: DE