AHT is the amount of time an agent is engaged with a customer, and it is a critically important KPI when assessing customer service performance. Assessing AHT performance must be balanced with first call resolution (FCR) rates and customer satisfaction (CSAT) scores. Achieving low AHT numbers might come at the expense of positive customer service interactions. One way to keep track of this tradeoff is to ask “Did the agent understand your question or concern?” or “Was your concern resolved satisfactorily?”
To provide the best experiences, we use technologies like cookies to store and/or access device information. Consenting to these technologies will enable us to process data such as browsing behavior or unique IDs on this site. Not consenting or withdrawing consent may adversely affect certain features and functions.
