Glossary
Average Handling Time (Average Handle Time) is one of call center agent performance metrics that points to the average time agent spends on resolving customer issue, but it only covers agent’s part of the work.
Average Handling Time can be confused with Average Resoliution Time, or Mean Time to Recovery, but these two aren’t synonymous. First of all, Average Resolution Time covers time since the support ticket is created until it is totally resolved. In the case of Average Handling Time, it only covers actions that are taken by agent, so if the issue can’t be resolved by agent himself, he creates support ticket and forwards it to certain department. Thus, Average Handle Time covers time from agent answers the call to creation and routing of support ticket and it doesn’t mean that the issue is resolved when it is handled by the agent.
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