Average handling time describes staff time spent per contact. Its exact components vary: the referenced dashboard uses active conversation time across engaged conversations.[1]
Divide included handling time by the corresponding contact count for the same period, reporting minutes per contact. State whether waiting and wrap-up count. A lower figure does not automatically mean better service if customers must return with unresolved problems.
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Sources
Compiled with AI assistance using public sources. General explanation, not individual legal or tax advice. Describing a concept does not mean Zoloo offers it as a feature.