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Formula for AHT Messages in this topic - RSS

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4/6/2007
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What is the formula most people are using for Average Handle Time (AHT)? Is it talk time and ACW (After Call Work) or wrap up time and hold time? We haven't been including the hold time, which now I think we should, but we wondered how others were figuring AHT.

- Katherine Massey, Arkansas Blue Cross Blue Shield
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