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Handling Time calculation Messages in this topic - RSS

chetna.y15
chetna.y15
Posts: 2


12/17/2017
chetna.y15
chetna.y15
Posts: 2
Is the interaction between an agent and the supervisor added in the handling time for ACD or is this excluded? Do the companies pay for it to the call center partners?
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arsh_1011
arsh_1011
Posts: 6


6 days ago
arsh_1011
arsh_1011
Posts: 6
Hi,
If you are asking, Is the interaction between an agent and the supervisor added in the handling time, then the answer is Yes.
Average handle time (AHT) is the average duration of one call that includes the timing starting from the customer's call, Call Monitoring , Call barging, call whispering and other tasks after the call. But it includes only during a live call.
Please feel free to ask if you have any more questions related to the same.

Thank you.
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