Average Handle Time definition
Average Handle Time means, with respect to any period, the average time (including talk time, time on hold, and wrap-up time) taken to handle an Inbound Interaction.
Average Handle Time. X X Reportingcording Required only. No penalty or credit. This includes talk time, hold time, and after call wrap up time.
Average Handle Time. (AHT) means the average amount of time that an agent was working with an ACD call from the time of initial answer of the call to final release of the call including any after call time. This should include hold time in some systems.
Examples of Average Handle Time in a sentence
The estimated number of annual Inbound Interactions, monthly Inbound Interactions, Average Handle Time, and quarterly Outbound Interactions, all as applicable and defined below, are also set forth on the Order Form.
The estimated number of monthly Inbound Interactions, Average Handle Time, and quarterly Outbound Interactions, all as applicable and defined below, are also set forth on the Order Form.
Handle Minute Forecast equals the number of Calls Handled, as determined by MCI at its discretion, multiplied by an Average Handle Time, determined by MCI at its discretion.
Average Handle Time (AHT) for Inbound Calls and Outbound Calls and Chats supported under an Order, means the ****.
Average Handle Time for manual processing of Transactions supported under an Order, means ****.
More Definitions of Average Handle Time
Average Handle Time. AHT") shall equal Handle Time divided by Calls Handled.
Average Handle Time is defined as the total time a CSR is in talk time plus after-call wrap time plus hold time divided by the number of calls taken by the CSR in the measured period of time.
c. Sub-section 2.26, “Nesting”, is hereby added to the Agreement and is fully incorporated therein by this reference.
Average Handle Time means the sum of Average Talk Time and Average After-Call Work for a specified time period, as measured by UPSTREAM's ACD.
Average Handle Time or “AHT” means, with respect to the Service Center or an Agent, as applicable, the sum during the relevant time period of (i) Average Talk Time; (ii) Average Agent Hold Time; and (iii) average Wrap Time.
Average Handle Time or “AHT,” with respect to Calls handled by Provider in performing the Services with respect to a particular LOB or Site, means the sum of (a) with respect to Inbound Calls, (i) average talk time on such Calls; (ii) average hold time while on such Calls and (iii) average time spent on after-Call work relating to such Calls; and (b) with respect to Outbound Calls, (i) average dialing and connection time for such Calls; (ii) average hold time while on such Calls; (iii) average talk time while on such Calls; and (iv) average time spent on post-Call work relating to such Calls. Notwithstanding anything to the contrary in this Agreement, in no event will any components of AHT overlap (e.g., if an Agent is on hold while handling one Call, and simultaneously performing post-Call work for another, such handling may only be attributed to one Call at any given time for purposes of AHT calculations). Provider shall use commercially reasonable efforts to meet or exceed the AHT goal, which may vary by LOB and skill set, as provided in the Statement of Work. Such AHT goal may be revised from time to time by mutual written agreement of the Parties based upon historical trending, changing call components or other mutually agreed material change.
Average Handle Time means Handle Time, applicable to all calls received within a specified timeframe, divided by the total number of calls received within the same specified timeframe.
Average Handle Time or “AHT,” with respect to Calls handled by Provider in performing the Services with respect to a particular LOB or Site, means the quotient produced by dividing, (a) with respect to Inbound Calls, (i) the sum of: (A) talk time on such Calls; (B) hold time while on such Calls; and (C) time spent on after-Call work relating to such Calls, (ii) divided by the total number of Inbound Calls; and (b) with respect to Outbound Calls, (i) the sum of: (A) dialing and connection time for such Calls; (B) hold time while on such Calls; (C) talk time while on such Calls; and (D) time spent on post-Call work relating to such Calls, (ii) divided by the total number of Outbound Calls. Notwithstanding anything to the contrary in this Agreement, in no event will any components of AHT overlap (e.g., if an Agent is on hold while handling one Call, and simultaneously performing post-Call work for another, such handling may only be attributed to one Call at any given time for purposes of AHT calculations). In addition, any time after an Agent transfers the call to a supervisor is considered non-billable. Provider shall use at least commercially reasonable efforts to meet or exceed the target AHT goal, which may vary by LOB and skill set, as provided in the Statement of Work. Such target AHT goal may be revised from time to time at T-Mobile’s sole reasonable discretion, exercised in good faith, which revisions (if any) may include revisions based upon historical trending, changing call components or other mutually agreed material change.