When calculating AHT, what does "X + Y" represent?

In the context of calculating Average Handle Time (AHT), "X + Y" represents Talk Time plus After Call Work. AHT is a crucial metric used in customer support and call centers to assess the efficiency of representatives in handling calls.

Talk Time refers to the duration of the conversation a representative has with a customer, capturing the core interaction time when the representative is actively engaged in solving the customer's issues. After Call Work (ACW) encompasses any follow-up work that the representative must complete after the call ends, such as documenting the interaction, logging details into the system, or performing necessary tasks to finalize the customer’s request.

Combining Talk Time and After Call Work provides a full view of the time spent on each call interaction, which is essential for understanding workload, efficiency, and resource allocation in support environments. This comprehensive measurement helps managers assess performance, identify areas for improvement, and optimize operations within the support center.