What is a “normalized” Average Handle Time (AHT)?
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What is a "normalized" Average Handle Time (AHT)?
CRM, Call Centers, Call Center metrics, Average Handle Time
What is a "normalized" Average Handle Time (AHT) and what is a good method of working one out?
ASKED: Apr 24 2008  7:18 PM GMT
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Mrdenny
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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.

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
Last Answered: May 29 2008  8:57 AM GMT by Mrdenny   46795 pts.
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