Glossary
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Glossary Average Handle Time
Average Handle Time (AHT)
Average handle time is the total time it takes to a manage a call from start to finish. This includes the time the caller might spend on hold, the operator answering the call, talking to the caller, and delivering the message that was taken. Delivery of the messages can include an outbound call, a page, e-mail, fax, or patching the caller through to a voicemail box.
AnswerConnect uses advanced call handling instructions to keep the average handle time of a call to a minimum. The average handle time varies depending on what type of call the AnswerConnect agent is taking. Our average handle time for messaging calls is 1.2 minutes. Our average handle time for order-entry or customer service calls is 3-5 minutes.