Final answer:
The AHT (Average Handle Time) metric is used to evaluate the average time spent on handling customer inquiries or issues. A lower AHT is indicative of higher efficiency and productivity. A lower AHT generally indicates higher efficiency and productivity as it implies faster resolution of customer issues.
Step-by-step explanation:
The AHT (Average Handle Time) metric is used for evaluating the average time spent on handling cases in the context of customer service or call center operations. It measures the total amount of time that an agent takes to handle a customer's inquiry or issue, including the time spent on talking to the customer, researching information, and any related tasks. A lower AHT generally indicates higher efficiency and productivity as it implies faster resolution of customer issues.
AHT (Average Handle Time) metric is used to evaluate the average time spent on handling customer inquiries or issues. A lower AHT is indicative of higher efficiency and productivity. A lower AHT generally indicates higher efficiency and productivity as it implies faster resolution of customer issues. It measures the total amount of time that an agent takes to handle a customer's inquiry or issue, including the time spent on talking to the customer, researching information, and any related tasks.