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MikeyStyle · 07-09-2009, 12:14 AM

call times:

awt (average work time): the amount of time you spent while finishing up the previous call and not ready to take the next call

i don't remember the exact details.. but you generally try to keep your aht under 11 minutes

07-09-2009, 12:14 AM	#118
MikeyStyle RS controls my life! Join Date: Jul 2005 Posts: 759 Thanked 780 Times in 194 Posts Failed 11 Times in 5 Posts	call times: att (average talk time): the amount of time you spent talking on a call awt (average work time): the amount of time you spent while finishing up the previous call and not ready to take the next call aht (average handle time): att + awt i don't remember the exact details.. but you generally try to keep your aht under 11 minutes