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AHT

Average Handling Time, the time agents spend on average on a service request, usually a call, an email or a chat. The wrap-up time is also included. See also handling time.


» WFM Glossary

All Training and Courses

Forecasting Training
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Excel for WFM
WFM Overview
Theory of Variability
Call Arrival Processes
Single-Skill System
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Multi-Channels Systems
Customer and Agent Behavior
Forecasting Overview
Forecasting Objectives
Trend Models

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