Here are some reasons why this metric is vietnam telegram important: helps to identify bottlenecks in the call processing process; facilitates load management; increases customer satisfaction by reducing waiting times. Regular monitoring of AHT helps improve the overall efficiency of the contact center and increase service levels. Components that should not be included First, customer wait time should not be part of the average handling time. when the customer is on the line waiting for the operator to respond. It does not reflect the real costs of effort and resources on the part of contact center employees.
Including customer wait time in aht can distort the real picture of the efficiency of operators. Secondly, the time spent on error and exception handling should not be included in the average handling time either. The time that operators spend on fixing errors or handling exceptions should not be included in the main indicator. Such cases are often extraordinary and require additional efforts that do not reflect the daily work of operators. Factors that distort AHT Call interruption and other manipulations Often occurs due to poor connection, technical failures, intentional termination of the call by the operator.