What is a “normalized” Average Handle Time (AHT)?
What is a "normalized" Average Handle Time (AHT) and what is a good method of working one out?

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ASKED: April 24, 2008  7:18 PM
UPDATED: May 29, 2008  8:57 AM

Answer Wiki:
AHT is the time from when the phone first rings, until the agent finishes the call and completes there notes and it ready for the next call. It works something like this. <pre>Agent is ready for calls. Phone rings - Timer starts here Agent answers the call Agent completes the call Agent makes notes in the system Agent makes himself ready for the next call - Times stops here Agent waits for the next call</pre>
Last Wiki Answer Submitted:  May 29, 2008  8:57 am  by  Denny Cherry   64,520 pts.
All Answer Wiki Contributors:  Denny Cherry   64,520 pts.
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