Which of the following is true about AHT (Average Handle Time)?

Average Handle Time (AHT) is a key metric in customer support and call center operations, as it provides insight into the efficiency and effectiveness of service interactions. The correct assertion is that AHT includes both Talk Time and After Call Work.

Talk Time refers to the duration a representative spends in direct communication with a customer. After Call Work encompasses any additional tasks the representative completes following the call, such as documenting the interaction or performing necessary follow-up actions. These combined elements reflect the total time invested in handling a customer's issue, allowing managers to analyze performance, identify process improvements, and ensure adequate resource allocation.

Considering the other options, they do not accurately describe AHT. It is not confined to just Talk Time, nor is it inherently shorter than Average Hold Time, since these metrics serve different purposes. Additionally, AHT is highly relevant to overall customer experience, as balancing this metric can reflect how efficiently customer issues are resolved and influence customer satisfaction.