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AHT for agent 1 = (200+20)/100 = 2 mins 20 secs. AHT for agent 2 = (170+50)/100 = 2 mins 20 secs. Here both agents have the same AHT, so they have performed equally from a cost perspective. But where they win out depends on which agent gave a better customer experience, which you can measure through customer surveys .
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Average handle time includes the entire customer interaction โ starting from when the customer call begins to hold time and after-call work is completed, including total talk time, hold time, and any wrap-up time spent documenting the call after hanging up. AHT indicates the level of efficiency of agents in resolving customer needs.
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An admittedly-dated yet often-cited 2004 report from Cornell University also states the average handle time across industries as 6:10. Here's the AHT breakdown by industry, according to the report: Business & IT Services: 8.8 minutes. Large Businesses: 8.7 minutes. Subcontractors: 6.0 minutes.
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Abusive head trauma (AHT) is a leading cause of traumatic death in infants and young children.1 Children who suffer AHT are often subjected to repeated and sustained episodes of abuse; thus, timely identification is crucial and can be lifesaving.2 However, there are numerous challenges associated with the identification of AHT. Because the clinical signs and symptoms can vary and be subtle.
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Clinical documentation shouldn't get in the way of quality care. With American HealthTech, leverage an end-to-end EHR with integrated RCM tools that include dynamic workflows and convenient processes that result in better outcomes and fewer financial barriers. That's what you can expect from a leading provider for LTC with around 40 years of.
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