What Is An Average Handle Time?

In the context of a chatbot (AHT) or Average Session Time is a call-center metric that shows the average time a chatbot spent on each transaction during a session: conversation start, transfer to live agent.
How to calculate a chatbot AHT?

AHT = Total sessions Time /Number of sessions handled.

Many variables can impact this metric: the complexity of the inquiry, for example. Moreover, when the users are satisfied, they may start a second topic that increases this time.

What is a good Average Handle Time?

It has two metrics: good quality and speed. As for the last one, it is 6.03 minutes — AHT standard calculated by Call Center Magazine. But it varies on the industry.

How to check AHT in Dashly?

You can check the AHT in Dashly in the Reports section.
There you can check both the service times of individual operators and the general average time.

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