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Avg Handle Time (AHT)

Average amount of time spent handling calls including talk time, hold time, and after call work time.

The Avg Handle Time section of the Time of Day Analysis dossier helps you understand the distribution of Average Handle Time (AHT) on all occurrences of a day of week during the selected Hour range.

The AHT during a specific hour of all occurrences of a weekday in the selected Week range is displayed in the form of a horizontal bar graph and color-coded based on the AHT value.

Note: The color-code parameters are based on the overall data and may be different from the above screen shot.

You can view the values of Avg Handle Time and all other metrics by hovering over the bar graph.