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Average Hold Time

The average hold time helps measure agent efficiency and customer response rates.

Average Hold Time (AHT), also known as on-hold time, is a common contact center metric which measures the average time a customer spends on hold before speaking to an agent. 

For a positive customer experience, it is important that a customer spends less time on hold. The AHT is calculated by adding up all inbound customer call and message hold times divided by the number of inbound customer calls answered by the agent or interactive voice response (IVR) system

To reduce the Average Hold Time, companies can: 

  • Increase their customer handling agents to meet the demand 
  • Implement an interactive voice response (IVR) system 
  • Automate the initial call process 
  • Invest in a contact center solution that enables agents to respond faster 

An omnichannel cloud-based contact center solution enables reduction in average hold time.