Average Handle Time (AHT) Report

Average Handle Time (AHT) Report

Talkative Analytics allows you to create analytics reports that measure Average Handle Time (AHT).

Within Analytics report builder (requires Account Holder user level), select the "Average Interaction Duration" dropdown.

This report will measure the longest user session, which means it will give an accurate AHT for agents, even if you are also using a chatbot setup, which can often distort AHT.

Average Response Time - measures the time the customer initially queued for - this will be 0 for chatbot-enabled companies.

Average Total Duration - measures the total interaction duration.