AHT Glide Path (Learning Curve) Calculation Related Articles AHT Glide Path 32 Tips for Reducing Average Handling Time (AHT) How to Measure Average Handling Time (AHT) The Best Uses for e-Learning in the Contact Centre © Silkstock - Adobe Stock - 10339401 4,101 Filed under - Forum, Average Handling Time (AHT) AHT Glide Path (Learning Curve) Calculation What would be the the best way to calculate the AHT Glide Path? Is there any template or standard formula i could use? That will be so helpful Thank you! Question asked by Luis What Do You Mean By Glide Path I presume that by “AHT Glide Path” you mean the time that it takes for a new member of staff to bring their AHT down to the level of proficient staff. The standard calculation for AHT can be found in our article: How to Measure Average Handling Time (AHT) With thanks to Jonty Use Existing Staff as a Baseline I would use existing staff to see how long it takes for new starters to get up to speed. We used to track AHT weekly for our new starters so that we could use the data in our forward planning. It usually ended up that they took around double the normal time to handle a call to start with, which then dropped off to “normal” AHT by the end of week 7 or 8. With thanks to Laura Two Possible Approaches I think there could be 2 approaches here. One – you track the average AHT for the whole new hire (NH) group and you measure how fast that average gets to the target/level of tenured advisors. Two – each week you can track the % of NHs that started achieving the target. The lengths of the learning curve in this case will be until the moment everyone is this group achieve the goal and you’ll get a 100%. That will be longer than if you calculate the average of the group. For planning purposes I’d use the first one because you need the average anywhere. For actually understanding how the group progresses the second. With thanks to Polina Author: Jonty Pearce Published On: 12th Apr 2022 - Last modified: 21st Apr 2022 Read more about - Forum, Average Handling Time (AHT) Recommended Articles AHT Glide Path 32 Tips for Reducing Average Handling Time (AHT) How to Measure Average Handling Time (AHT) The Best Uses for e-Learning in the Contact Centre Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter