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Glossary

What is Inbound Calls Handled?

As the name suggest, the term “Inbound calls handled” refers to the number of calls that are handled by call center executives. Usually, it does not take abandon calls into account. It is a widely used term in inbound call centers.

Average Handle Time (AHT) is the total average amount of time that a Customer Service Representative (CSR) spends in talking and documenting/working after the call in relation to a call. It is a key parameter in call center metrics that denotes the number of calls answered from the invisible queue before being dropped. AHT includes Average Talk Time (ATT) and Average after Call Work Time (ACW).

Mathematically, AHT is denoted as:

AHT = Total amount of work time related to calls/ Number of calls handled

Where, Total amount of work time related to calls include both, ATT and ACW

Average handle time is a metric which can be measured at a CSR, center or enterprise level. Just like ATT, AHT can be easily influenced and manipulated; therefore, call center managers should be careful regarding how this metric is measured. In addition to call volume and service level, average handle time is the most critical metric that aids in determining the workforce required.

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