AHT Glide Path (Learning curve) calculation

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AHT Glide Path (Learning curve) calulation
Hello All,

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!


Call Centre Helper

What do you mean by Glide Path
I am not sure what you mean by "Glide Path"

Here is the standard calculation for AHT


Glide path
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.

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