What Is Agent Interaction Handle Time (AIHT)?
In a call center, Agent Interaction Handle Time (AIHT) is the total time an agent spends on a customer interaction, including talk time, hold time, and after-call work. It is a key metric for measuring agent efficiency. Long AIHT metrics may indicate inefficiency, lack of agent support, need for training, or lack of automation in obtaining the information needed to resolve calls in a timely manner.
Benefits of Tracking AIHT
There are many benefits of monitoring AIHT:
Helps identify areas for process improvement
Reduces overall call handling time without sacrificing quality
Enhances customer experience with faster resolutions
Improves agent training and performance management
Supports call center cost-efficiency and productivity
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