1. What is Average Holding Time?

Average Holding Time (AHT) refers to the average duration that a call or communication session remains active within the system. It is a key metric in telecommunications and call center operations.

2. How Does the Calculator Work?

The calculator uses the Average Holding Time formula:

Where:

• \( AHT \) — Average Holding Time (seconds)
• \( A_{avg} \) — Average Occupancy
• \( T \) — Time Period (seconds)
• \( n \) — Average Number of Calls

Explanation: The formula calculates the average duration of calls by dividing the total occupancy time by the number of calls.

3. Importance of AHT Calculation

Details: Average Holding Time is crucial for telecommunications system design, capacity planning, call center staffing, and quality of service monitoring. It helps optimize resource allocation and improve customer experience.

4. Using the Calculator

Tips: Enter Average Occupancy, Time Period in seconds, and Average Number of Calls. All values must be positive numbers greater than zero.

5. Frequently Asked Questions (FAQ)

Q1: What is considered a good Average Holding Time?
A: Optimal AHT varies by industry and call type. Generally, lower AHT indicates efficient call handling, but quality should not be compromised for speed.

Q2: How does AHT affect call center operations?
A: AHT impacts staffing requirements, wait times, and service levels. Higher AHT may require more agents to handle the same call volume.

Q3: Can AHT be too low?
A: Yes, extremely low AHT might indicate rushed calls, inadequate problem resolution, or poor customer service quality.

Q4: How is Average Occupancy measured?
A: Average Occupancy is typically measured as the percentage of time that resources are busy handling calls during the observation period.

Q5: What factors can influence AHT?
A: Call complexity, agent experience, system efficiency, call routing, and customer preparedness all affect Average Holding Time.