Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric best reflects this?

The correct answer is D. All of the above, depending on the desired AHT calculation scope and inclusivity. Measuring Average Handle Time (AHT) for chat interactions can include several metrics depending on the specific aspects of AHT you wish to analyze. The number of chat sessions gives a baseline of agent activity, total session duration divided by the number of sessions directly…

Reporting and Analytics for Contact Centers

Question

Options

ANumber of chat sessions handled by agents.
BTotal chat session duration divided by the number of sessions.
CTime spent by agents actively engaged in chat sessions.
DAll of the above, depending on the desired AHT calculation scope and inclusivity.

How the community answered

(42 responses)

A
2% (1)
C
2% (1)
D
95% (40)

Explanation

Measuring Average Handle Time (AHT) for chat interactions can include several metrics depending on the specific aspects of AHT you wish to analyze. The number of chat sessions gives a baseline of agent activity, total session duration divided by the number of sessions directly reflects AHT, and the time spent by agents actively engaged provides insight into agent efficiency. Thus, "D. All of the above, depending on the desired AHT calculation scope and inclusivity" covers all aspects that can be used to calculate and reflect AHT comprehensively.

Topics

#average handle time#chat metrics#KPI#contact center reporting

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