What does the Average Hold Time (AHT) metric assess?

The Average Hold Time (AHT) metric specifically assesses the average time customers spend on hold after being connected to a support agent. This measurement is crucial for understanding customer experience, as excessive hold times can lead to frustration and dissatisfaction. AHT reflects the efficiency of the support process; ideally, it should be minimized to enhance customer service.

While other metrics, such as total handle time or wait times before answering, provide valuable insights, they do not focus on the specific stage of hold time post-connection. Hold time is particularly significant because it directly affects the customer's perception of service quality, so monitoring and optimizing this metric can lead to improved customer satisfaction and loyalty.