The average length of time agents are on the telephone with a caller. (Ideally, the time the caller spends on hold is not included in this metric. If hold time cannot be separated, consider this in the formula). ATT is typically calculated as the total amount of time on the phone divided by the total number of calls taken. This is also called ACD time in some telephone systems.
ATT provides insights into the efficiency of agent-customer interactions and the average duration of conversations. It helps contact centers assess agent performance, identify opportunities for improvement, and optimize their service delivery.
Monitoring and managing ATT allows contact centers to find ways to enhance agent productivity, improve call resolution times, and provide more streamlined and effective customer interactions. However, it’s important to balance shorter talk times and ensure that customers receive comprehensive and satisfactory assistance during their calls.
How ATT is Typically Calculated
- Talk Time: How much time agents spend conversing with customers, including agents’ time actively providing assistance, answering queries, resolving issues, or discussing relevant information during the call.
- Calculation: Divide the total number of interactions during a specific period by the total talk time across all customer interactions. For example, if the total talk time for all customer interactions in a given period is 2,000 minutes, and there were 100 customer interactions, the ATT would be 20 minutes.
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