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12th April 2022
I am performing an AHT baselining study for my Organisation.
Just need to know on which format the audit should be done to get a best outcome and how to derive at the final baselined AHT i.e. the formula…
Question asked by G K
It is all in this article
How to Measure Average Handling Time (AHT)
With thanks to Jonty
Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.
He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.
He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
" alt="Why You Need to Account for AHT Variation Across the Day">
" alt="Why You Should Embrace the Complexity of Longer Talk Time">
" alt="What’s Really Skewing Your Forecasting">
" alt="Understanding the AHT Glidepath to Track Agent Onboarding">