We discuss typical handling time distributions and which factors influence the average handling time. We also consider abandonment and how long it takes for callers to abandon.

When abandonments occur then there are also redials, of which the statistical properties are discussed as well.

In this video you will get a brief introduction to what this course is all about.

In this section we will look at handling times and their distribution. Watch the video and then make the quiz.

In this section we take a look at a few factors that influence the AHT, such as seasonality and the effect of individual agent properties.

In this section we take a look at what abandonments are. How they are distributed and how we handle them within a call center setting.

In this section you will learn some things avout redials and reconnects. This section also contains the final assignment of the course.

Before you move on to the next course, we would like to hear your feedback on this one.

To obtain the Certificate of Completion your average grade of all topics should be higher than 80%. You can retry every single topic as much as you would like. There is no limit in time or number of tries.