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.