Average Handle Time (AHT) encompasses which of the following components?

Average Handle Time (AHT) is a critical metric used in customer support to gauge the effectiveness and efficiency of interactions between agents and customers. The correct choice encompasses three essential components: talk time, hold time, and after contact work.

Talk time refers to the duration an agent spends actively speaking with a customer, which is a key part of the interaction. Hold time is the timeframe when the customer is on hold, waiting for the agent to return to the conversation, which can impact customer satisfaction and the total time taken to resolve an issue. After contact work involves any follow-up tasks the agent must complete after the conversation has ended, such as documenting the interaction, updating records, or performing additional research to resolve a customer's issue.

Blending all these elements gives a comprehensive view of how long it takes to handle a customer interaction from start to finish, which is crucial for understanding workflow efficiency and ensuring that service levels are maintained. AHT is therefore calculated by adding these three components together, providing insights into both agent performance and resource allocation in the support center.