Which calculation includes talk time and after-call work?

Average Handle Time (AHT) is the metric that includes both talk time and after-call work. AHT is essential in measuring the efficiency of a support team, as it reflects the total time an agent spends on a customer interaction, from the moment the call is answered until the agent completes any related follow-up tasks.

Talk time refers to the duration the agent is actively speaking with the customer, while after-call work encompasses the additional time spent completing necessary documentation, updating records, or performing related tasks after the call ends. By combining these elements, AHT provides a more comprehensive view of how much time is being invested in each customer interaction, ultimately influencing both customer satisfaction and operational effectiveness.

In contrast, the other metrics mentioned do not incorporate after-call work into their calculations. Average Speed to Answer (ASA) solely measures the time taken for calls to be answered. Service Level Agreement (SLA) typically refers to the performance metrics defined for service delivery but does not specify individual handling times. Call Completion Rate (CCR) instead focuses on the percentage of successfully completed calls, which again lacks the detail of handling time involved. Thus, AHT is uniquely suited to provide insights into the total time spent on customer calls, capturing both the interaction and the follow