How Do We Deal With Outliers Affecting AHT? Related Articles How to Calculate Average Handling Time (AHT) How to Deal With Frustrated Customers - And Make Them Happy How To Deal With Vulnerable Customers How to Deal With the "Know-It-All" Customer © SunnySideUp - Adobe Stock - 358524833 760 Filed under - Forum Average Handing Time is Heavily Distorted By the Outliers. How Do We Deal With These Outliers I have read the article https://www.callcentrehelper.com/how-is-average-handling-time-distributed-it-is-not-how-you-think-97688.htm I do not know how to deal with these outliers which distort the average handing time. By the way, what criteria should you use to identify these outliers? +/- 6 sigmas? Question asked by john Use Median for Average Rather Than Mean The first question is – How are you using this information – and where is this a problem? If you are using it for Erlang Calculations then this should not be a problem as it is already built into the calculations. If you are using it for internal reports to show how long the average call lasted, it may be better to show the median, rather than the mean. i.e. 50% of calls had a longer call duration than the median. It all depends on how you are using it. With thanks to Jonty Author: Jonty Pearce Published On: 12th Apr 2022 - Last modified: 5th May 2022 Read more about - Forum Recommended Articles How to Calculate Average Handling Time (AHT) How to Deal With Frustrated Customers - And Make Them Happy How To Deal With Vulnerable Customers How to Deal With the "Know-It-All" Customer Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter