What components make up the Average Handle Time?

Average Handle Time (AHT) is a crucial metric in customer support that measures the average duration taken to resolve a customer issue, encompassing several specific components of the call process. The correct answer indicates that AHT consists of Talk Time and After Call Work.

Talk Time refers to the duration where the customer and agent are actively engaged in conversation. This is a critical part of the interaction, as it directly impacts the overall experience and effectiveness of the support provided.

After Call Work is the time the agent spends completing necessary tasks after the call has ended. This may include documentation, updating records, or performing any follow-up actions related to the customer's query. Including After Call Work in AHT accounts for the total time an agent dedicates to resolving the customer's concern, ensuring a comprehensive measure of performance.

In contrast, other components not included in the correct answer do not capture the total effort involved in handling a customer interaction effectively. For instance, while Hold Time and Queue Time are related to a customer’s experience, they do not reflect the agent's active engagement and subsequent tasks, which are critical for measuring total handle time.