AHT for Erlang C

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AHT for Erlang C
One of the variables for Erlang C is AHT. But it does not define the time frame used for AHT as it could be calculated using multiple periods. Is there a standard?


Call Centre Helper

If you have AHT data for each interval that is best
Erlang is generally used for planning and an average AHT is usually fine for high level planning.

If you have AHT figures for each interval then you should use these.

For instance you will see that AHT tends to reduce at the end of a shift as advisors hurry the callers off the phone so that they can get away.

If you use the day planner in the Erlang Calculator you can put in the AHT for each interval.

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